Customer Care Analyst (E-commerce)

TL;DR

Customer Care Analyst (Data Analytics): Analyzing customer satisfaction and AI-powered care tools to reduce contact rates and improve retention with an accent on measurement frameworks and operational insights. Focus on translating care patterns into product root-cause insights and designing evaluation frameworks for AI tools.

Location: Hybrid in Barcelona, Spain (2 remote days a week and 1 remote work week per quarter)

Company

hirify.global is a global marketplace for refurbished devices dedicated to reducing environmental impact by making tech reliable and affordable.

What you will do

• Measure customer satisfaction across all care channels, diagnosing root causes and quantifying impact on retention.
• Build evaluation frameworks for AI-powered care tools, measuring deflection rates, resolution quality, and cost-per-contact.
• Translate care contact patterns into product root-cause insights to reduce Contact Rate and improve Perfect Order Rate.
• Own the analytical domain end-to-end, from data modeling to driving boardroom decisions.
• Partner with senior leadership to shape strategic business questions.
• Mentor junior analysts and elevate the team's analytical approach (at Staff level).

Requirements

• 5+ years of experience in data analytics or equivalent hands-on analytical ownership.
• Strong SQL proficiency and comfort working with large, complex datasets.
• Proven track record of owning analytical problem spaces that shaped business direction.
• Rigorous analytical mindset with a deep understanding of causal vs. correlational reasoning.
• Excellent communication and storytelling skills for distilling complex analyses for senior stakeholders.
• Experience in business analytics, commercial strategy, or customer-facing operations in e-commerce or marketplaces.

Nice to have

• Python proficiency for statistical work, modelling, or analytical automation.
• Familiarity with care platforms such as Zendesk or Intercom.
• Experience designing operational experiments, including A/B tests, holdouts, or incrementality measurement.

Culture & Benefits

• Mission-driven environment focused on positive environmental impact.
• Flexible hybrid work model with 2 remote days per week and 3 additional flex days.
• Employee Resource Groups, including mentorship programs and cultural competency training.
• Commitment to diversity, equity, and inclusion as a certified B Corp company.
• Hands-on career development in an innovative and fast-paced environment.