CX Data & WFM Specialist (Ecommerce)

TL;DR

CX Data & WFM Specialist (Ecommerce): Managing customer experience data analytics and workforce management for a global support team with an accent on KPI monitoring, volume forecasting, and operational efficiency. Focus on building Tableau dashboards, capacity models, and cross-functional reporting to drive support performance and budget optimization.

Company

hirify.global is an innovative dropshipping tool provider recently acquired by Fiverr, focused on empowering online sellers globally through cutting-edge e-commerce solutions.

What you will do

• Monitor daily KPI health checks across all CS metrics and manage automated volume-spike alerting.
• Design, build, and maintain Tableau dashboards and documentation for CS metrics.
• Create rolling workforce forecasts and capacity models based on volume trends and agent availability.
• Monitor real-time agent utilization and provide recommendations for scheduling and headcount adjustments.
• Manage workforce costs, budget ownership, and global payroll/invoicing for the international support team.
• Develop customer health-score models and early-warning indicators for churn.

Requirements

• 1+ years of experience in a data-focused role.
• Strong proficiency in Tableau or similar BI tools for dashboard creation and data management.
• Advanced skills in Excel or Google Sheets, including complex data modeling and pivot tables.
• Excellent communication skills with the ability to translate complex data into executive-ready narratives.
• English proficiency required.

Nice to have

• Experience with SQL or scripting languages for data transformation.
• Familiarity with CRM platforms like Intercom, HubSpot, or Zendesk.
• Hands-on experience with workforce forecasting and capacity planning.
• Knowledge of Agile methodologies in an operational context.

Culture & Benefits

• Work in a fast-paced, collaborative environment within a global team.
• Opportunity to contribute to a rapidly growing company acquired by a major industry leader (Fiverr).
• Exposure to international operations and diverse cross-functional teams.
• Remote-first work environment.