Customer Operations Data & Insights Specialist (Fitness SaaS)

TL;DR

Customer Operations Data & Insights Specialist (Fitness SaaS): Drive operational analytics by identifying trends, root causes, and measuring impact of initiatives like AI rollouts and workflow changes with an accent on forecasting, predictive models, and data governance. Focus on designing actionable dashboards, maintaining ticketing taxonomies, translating questions into hypotheses, and supporting decisions with reliable metrics.

Flexible work model: fully remote or hybrid with on-site collaboration at Warsaw office

Salary range: 14,000 - 17,000 PLN net + VAT B2B

Company

Leading software company in the fitness industry headquartered in Hamburg, providing solutions for studio management, financial services, and mobile apps to over 10,000 gyms across 55 countries.

What you will do

• Drive operational analytics, identify trends and root causes, measure initiative impacts, develop forecasting and predictive models
• Design, build, and maintain clear, actionable dashboards and reports tailored to different roles
• Maintain ticketing taxonomies, data structures, and system configurations for data quality and governance
• Translate operational questions into hypotheses and actionable insights
• Extract stakeholder knowledge into SOPs, workflows, and data-driven recommendations
• Monitor operational metrics continuously and support decision-making with structured data

Requirements

• 2–4 years in SaaS or tech, hands-on in Customer Support or Customer Operations
• Experience with ticketing systems (Zendesk preferred) and knowledge bases (Confluence)
• Strong analytical thinking and systems mindset to detect inconsistencies and simplify workflows
• Practical dashboard building and understanding of Customer Operations metrics (volume, SLA, backlog, CSAT)
• Clear documentation and communication skills for technical and non-technical stakeholders
• Fluent English (C1–C2) required

Nice to have

• Zendesk Explore or admin experience
• Basic SQL knowledge
• API handling
• BI tools: Power BI, Tableau, Looker
• Automation or AI-related metrics experience
• Data validation and consistency checks
• German language (B1–C2)

Culture & Benefits

• Private medical care and sports card for health and well-being
• Access to Udemy Business for skill development
• Flexible work model and hours to fit your lifestyle
• Employment options tailored to your needs
• International, diverse team with company events and team-building
• Unique experience in fast-growing Fitness and SaaS industry