Customer Success Insights Analyst at Excelsior Works · Sofia

At ExWo we’re building a global digital platform focused on fairness, simplicity, and radical transparency. We’re not here to reinvent the wheel – we’re here to make it turn better.

Our mission is simple: put users first, cut the nonsense, and build a product that earns trust every step of the way.

We're looking for a Customer Success Insights Analyst that turns customer conversations and Support data into insights to help us improve the customer experience.

The role focuses on understanding why customers contact us, why they come back, where they experience problems, and what we can change to make their experience better.

A key focus is reducing repeat and avoidable contacts by identifying their root causes, bringing them to the right teams, and measuring whether the changes made have worked.

What You’ll Do:

• Analyse customer conversations and Support data to identify trends, recurring problems and reasons for contact.
• Investigate changes in CSAT, contact volume, repeat contacts and customer behaviour to understand what is driving them and why.
• Identify where and why customers repeatedly need Support and highlight opportunities to reduce unnecessary contacts.
• Spot emerging customer issues early and assess their scale and impact on customers.
• Turn customer feedback and data into clear, actionable insights and bring them to the teams best placed to address them.
• Own the use of EdgeTier within Customer Support, ensuring data and automated insights are accurate and useful.
• Establish baselines and measure the impact of changes to understand whether they actually improve customer behaviour and experience.
• Identify opportunities to improve how we use data, analytics and technology to understand our customers.

What We’re Looking For:

• Experience working with customer, operational or business data.

• Strong analytical and problem-solving skills.

• Ability to identify patterns, investigate problems and understand root causes.

• Good understanding of customer experience and Support metrics.

• Comfortable working with data, reporting and analytics tools.

• Ability to turn complex information into clear and practical insights.

• Strong communication and collaboration skills.

• Curious, proactive and focused on finding solutions rather than simply reporting problems.

What We Offer:

• Competitive salary and annual performance bonus.
• Premium health insurance.
• Up to 25 days paid annual leave
• 1 work-from-home day per week.
• Opportunity to grow within a dynamic international company.
• A collaborative, fun, and forward-thinking work culture.

If you're ready to bring your energy, curiosity, and attention to detail into a fast-moving, player-first environment – we'd love to meet you.