Customer Care Analyst

StellarTech, a fast-growing international product IT company, is looking for an experienced Customer Care Analyst to join our ITS Service Unit for Customer Care Department needs. In this role, you will be building a powerful analytical function within Customer Care that provides a clear, systematic understanding of the Voice of the Customer, helps reduce team workload through data-driven automation and directly impact revenue by feeding insights on how to reduce refunds, cancellations, and negative sentiment.

What You'll Do

Voice of the Customer & Tagging System

Audit the existing Zendesk tagging structure.

Develop and implement a new tagging system that answers: "What are our customers talking about, and how does it affect our product?"

Ensure the tagging system enables tracking of trends, topics, and pain points to produce actionable reports.

Automation & Workload Reduction

Analyze all incoming communications (Customer Support + Tech Support).

Identify the top use cases for automation (high ROI on workload reduction).

Provide regular insights and quick-win recommendations to the AI/Automation team.

Product & Technical Issues

Investigate support tickets to find recurring errors or bugs that generate the most volume.

Prioritize product fixes that can significantly reduce contact rates.

Refunds, Cancellations & Revenue Impact

Research the reasons behind refunds and cancellations.

Propose product and policy changes with a projected economic impact (e.g., "Changing X could save €Y and retain Z customers").

Tone of Voice & Customer Sentiment

Analyze customer communications to understand how tone and style influence CSAT, sentiment, and retention.

Recommend improvements to tone of voice, templates, and response scripts.

Community & Reputation Insight

Balance revenue-saving initiatives with brand reputation and community trust considerations.

Data Infrastructure & AI

Work with KPI dashboards (e.g., Superset).

Maintain and enhance reporting systems.

Use AI and NLP tools for large-scale text analysis (Zendesk tickets, chat logs, reviews, etc.).

What We're Looking For

• 3+ years of experience as a Customer Care Analyst, Data Analyst, or similar role.
• Strong understanding of Customer Support / Tech Support processes.
• Proven experience with SQL and data visualization tools (Tableau, Power BI, etc.).
• Experience with Python for analytical workflows.
• Strong analytical and problem-solving skills, with the ability to build clear business cases and calculate ROI.
  
• Collaboration & Cross-Functionality: comfortable working across teams (e.g., Marketing, Monetization, Engineering, Finance), fostering shared understanding and collective problem-solving.

Why You'll Love Working With Us

•  Impactful Work: Your contributions will directly shape the future of our company.
•  Innovative Environment: We're all about trying new things and pushing the envelope in EdTech.
•  Freedom: Flexible role based either remotely or hybrid from one of our offices in Cyprus, Poland.
•  Health: We offer a health Insurance package for hybrid mode (Cyprus, Poland) and a health corner in the Cyprus office.
•  AI solutions: Cursor/Claude Code/ Chat GPT subscription and other tools.
•  Wealth: We offer a competitive salary.
•  Balance: Flexible paid time off, you get 21 days of annual leave + 10 bank holidays.
•  Collaborative Culture: Work alongside passionate professionals who are as driven as you are.
  

We're waiting for your CV