We’re hiring a Customer Solutions Analyst for Customer Success

As a Customer Solutions Analyst you are encouraged to think big, ideate, partner and take ownership. You will get deep into the data to identify opportunities, remove roadblocks and shape solutions that improve the experience of our customers and support teams. 

You will build a deep understanding of Customer Support challenges and opportunities. Analyze our current state and identify business process redesign, tooling and automation solutions to increase efficiency and without compromising customer satisfaction.

You will partner with stakeholders from across the business; taking ownership of initiatives, from operational planning to successful execution, delivering tangible results that directly impact departmental OKRs.


What you’ll be doing

Work closely with the Tribe Leadership Team to ensure you prioritize and tackle work that delivers the most significant impact to the business and our customer experience. Taking ownership of a range of initiatives, envisioning how these can be rolled out at brand, department or organizational scale, then driving execution and expected results.

Business Intelligence, Reporting & Insights

  • Create and maintain the Customer Support data architecture on Zendesk
  • Own the creation and reporting of Customer Support data to business stakeholders
  • Drive actionable insights for the business from Customer Support interaction data
  • Leverage data to craft user stories, amplify issues, get buy-in and drive improvements
  • Analyze business issues and identify solutions and determine a structured path forward

Customer Support Operations

  • Deliver improvements and enhancement that move the needle on performance
  • Identify opportunities to drive targeted improvement in conversion, retention, experience
  • Identify enhanced capabilities that can be scaled through processes or tools
  • Ensure the long term viability and scalability of our tools and technology stack
  • Ensure the solutions deployed deliver and sustain expected performance over time

Project Delivery

  • Lead multiphase initiatives focused on optimizing our processes, systems and tools. 
  • Be clear on requirements, deliverables and timelines, unite teams behind our shared goals 
  • Use experience and insights to anticipate roadblocks, mitigate risk, solve issues upstream
  • Continually navigating ambiguity, think on your feet, keep the project team moving while you adapt and identify solutions.

Stakeholder Management

  • Build strong relationships with globally located colleagues that will be your business stakeholders and project partners, recognise the expertise and skill sets that will help you deliver success.


What you’ll need to succeed 

  • Minimum 2 years experience in a similar role
  • Experience creating reports, dashboards and information systems
  • Adept in analyzing data and deriving insights to support data centric decision making
  • Experience using Excel, Tableau, PowerBI
  • Experience working with remote/offshore/outsourced teams (Philippines experience a plus)
  • Demonstrated ability to evaluate the big picture and envision the path to delivery
  • Highly adept in managing interpersonal and resourcing conflicts to find agreeable solutions
  • A can-do attitude and solutions oriented mindset
  • High degree of ownership and the ability to juggle multiple deliverables simultaneously
  • Exceptional relationship building and stakeholder management skills 
  • Strong verbal, written and presentation skills


What we offer

  • Challenging work in a fun and collaborative environment
  • Attractive compensation and time-off benefits
  • Spacious open-concept and centrally located offices
  • Financially successful and profitable company
  • Full-time employment with flexible working hours
  • Fully stocked pantry with healthy foods and fresh fruit
  • Team lunches and company events every quarter
  • Multicultural teams represented by 30+ nationalities

Note: Please upload your resume as a PDF and do not include any salary or compensation information in it.

About Us

For more than 11 years, we’ve paved the way towards a more private and secure digital world. We’re a global SaaS company and an industry leader in cybersecurity. Millions of consumers worldwide use our internet privacy and security products every day.

Our team of over 800 employees spans the planet. Team members work from major international hubs like London, Hong Kong, Singapore, Tokyo, Toronto, Taiwan, Poznań, and more.

We’re profitable, and we’re growing. Right now, we’re hiring talent across all functions: software development and engineering, product, data analytics, marketing, content, and people.

We’d love you to join us and be part of the team.