Customer Success Performance Insight Analyst (AI)

Location: Hybrid role based in the New York City office

Salary: $98,000–$122,000 per year

Company

hirify.global provides HR and business support solutions that help companies manage operations and focus on running their businesses.

What you will do

• Design scalable reporting frameworks, data pipelines, dashboards, exports, and data models for Customer Success Operations and cross-functional teams.
• Define CX metrics and governance standards while maintaining data quality, documentation, reporting pipelines, and analytics platforms.
• Analyze customer interactions, transactional data, performance signals, satisfaction trends, and operational health metrics to identify root causes and improvement opportunities.
• Design, train, and implement LLM prompts and AI-enabled workflows for QA automation, insight generation, and customer feedback synthesis.
• Evaluate AI-generated outputs and build feedback loops to improve chatbot, automated QA, and customer analytics systems.
• Partner with Research, Voice of Customer, Support, Enablement, RevOps, Engineering, Data & Analytics, and CSO leadership to deliver actionable reporting and recommendations.

Requirements

• Advanced SQL proficiency is required daily for data exploration, validation, modeling, dashboards, and reporting.
• 3–5+ years of experience in data analytics, customer analytics, CX operations, quality assurance, or related data systems roles.
• Experience designing scalable processes, data flows, analytics infrastructure, dashboards, reports, and data pipelines.
• Strong data fluency, including metric definition, data quality, documentation, statistical thinking, and analytical validation.
• Experience with BI and analytics tools such as Tableau, Looker, Sigma, or similar, plus structured and unstructured data.
• Experience designing, training, or managing LLMs or similar AI models for customer interactions, transcripts, agent outputs, or other unstructured data; proficiency with QA platforms such as Rippit or MaestroQA is preferred.

Nice to have

• Experience scaling CX, support, or customer operations analytics programs.
• Experience with Snowflake, dbt, Atlan, or equivalent modern data stack tools.
• Familiarity with knowledge bases, chatbot systems, and tools such as Zendesk, Talkdesk, Gong, Jira, or Workday.
• Experience designing AI-native workflows, automating operational tasks, or mentoring others in data literacy.

Culture & Benefits

• Welcoming, casual, and collaborative working environment.
• Benefits and wellness program offerings.
• Company retreats and opportunities to learn from leaders in the startup community.
• Focus on diversity, inclusion, openness, integrity, ownership, and continuous improvement.