Business Data Analyst (Customer Success & Support)

Spain (Hybrid) Department: Customer Success | Full-time

Vonage API

Our API business unit focuses on delivering a suite of advanced communication tools designed to enhance customer engagement. From cloud contact centers to feature-rich unified communications solutions, our API team is dedicated to providing businesses with the tools they need to streamline operations and improve customer experiences.

Why this role matters

As our Business Data Analyst for Customer Success & Support, you will be the bridge between raw data and actionable strategy. You will design and manage dashboards that give frontline teams the tactical visibility they need day-to-day, while equipping senior leadership with the strategic performance insights that drive long-term decisions. Your work will directly shape how we serve customers and how we grow.

Your key responsibilities

• Design, build, and maintain scalable dashboards tracking KPIs across Customer Success and Support teams
• Create real-time operational views for managers to monitor daily ticket volumes, SLA response times, customer health scores, and team capacity
• Develop executive summaries and narrative reports for senior leadership covering long-term trends, churn risks, and ROI
• Implement AI-driven analytics solutions (including automated anomaly detection, predictive churn modeling, and sentiment analysis on support tickets) to surface proactive insights
• Partner with Data Engineering to ensure data accuracy, clean pipeline integrations from CRM/Support tools (Salesforce, Zendesk, Planhat), and a single source of truth
• Conduct deep-dive analyses to identify bottlenecks in the customer journey and present recommendations to global stakeholders

What you'll bring

Required:

• 3-6 years of experience as a Business Analyst, Data Analyst, or in a similar analytics role, ideally supporting Customer Success, Customer Support, or Revenue Operations
• Advanced proficiency in Tableau (dashboard creation, LOD expressions, performance tuning, and server management)
• Strong SQL skills: ability to write complex queries, join disparate datasets, and extract data efficiently
• Hands-on experience or strong familiarity with AI reporting solutions (e.g., Tableau Pulse, Copilot for BI, predictive modeling, or NLP-based text analytics)
• Solid understanding of CS/Support metrics: CSAT, NPS, First Response Time (FRT), Resolution Time, Customer Health Scores, and Gross/Net Retention Rate (GRR/NRR)
• Exceptional English communication skills with a proven ability to translate complex data into clear, actionable insights for senior executives

Experience we consider a plus:

• Experience with CRM and support ticketing systems (e.g., Salesforce, Zendesk, HubSpot, Gainsight)
• Knowledge of Python or R for predictive data analysis
• Experience working in a global matrix organization across multiple time zones

How you'll benefit

• Competitive salary and performance-based bonuses
• Comprehensive health benefits and wellness programs
• Flexible working arrangements
• A collaborative, tech-forward environment where your data directly influences company strategy
• Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process

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