Customer Success Performance Insight Analyst (AI)

TL;DR

Customer Success Performance Insight Analyst (AI): Analyzing customer experience datasets and interactions to drive business outcomes with an accent on AI-driven QA automation and performance metrics. Focus on designing LLM prompts for insight generation, optimizing CX workflows, and delivering data-driven storytelling to leadership.

Location: Hybrid (New York, New York)

Salary: $86,000 – $94,600 per year

Company

An HR software platform helping businesses focus on growth by solving complex payroll, benefits, and compliance issues.

What you will do

• Own day-to-day operational maintenance of Rippit, including dashboards, metrics, and data exports.
• Design, train, and implement LLM prompts to scale QA automation and insight generation.
• Analyze large datasets to identify behavioral patterns and root causes to improve workflows and scale operations.
• Evaluate AI-generated chatbot outputs for accuracy, clarity, and usefulness.
• Collaborate cross-functionally with Support, Product, Engineering, and RevOps to align tooling and insights.
• Define and track KPIs related to customer experience and agent performance.

Requirements

• 3–5+ years of experience in customer experience, quality assurance, CX operations, or customer analytics.
• Hands-on experience with BI tools such as Tableau or Looker.
• Demonstrated experience designing or managing LLMs to evaluate unstructured data in a CX or QA context.
• Proficiency with QA platforms, preferably Rippit or MaestroQA.
• Must be based in or able to work from the New York City office (Hybrid).

Nice to have

• Experience with Confluence, Zendesk, Talkdesk, Gong, or Jira.
• Background in training or enablement.
• Familiarity with knowledge tools and chatbot systems.

Culture & Benefits

• Welcoming and casual environment with company retreats.
• Comprehensive wellness program and strong benefits package.
• Supportive, entrepreneurial atmosphere within the startup community.
• Company culture built on camaraderie, openness, grit, integrity, and simplicity.