CX Data & WFM Specialist at AutoDS - Automatic Dropshipping Tools

<div class="content-intro"><p>At <strong>AutoDS</strong>, recently acquired by Fiverr, we're revolutionizing the eCommerce world by providing innovative tools that empower online sellers globally. As a fast-growing company, we’re looking for talented individuals who are passionate about technology, eCommerce, and making a real impact. If you're ready to join a dynamic team and thrive in a collaborative, fast-paced environment, we’d love to hear from you!</p></div><p>We are hiring for <strong>CX Data &amp; WFM Specialist!</strong></p> <p><strong>Responsabilities:</strong></p> <ul> <li>Run daily KPI health checks across all CS metrics; detect anomalies and own automated volume-spike alerting.</li> <li>Produce weekly and monthly trend analyses and executive-ready reports for the Director, COO, and cross-functional leads.</li> <li>Design, build, and maintain Tableau dashboards and Intercom reports; own the CS metric documentation (definitions, calculations, data sources).</li> <li>Build rolling workforce forecasts and capacity models incorporating volume trends, agent availability, skill mix, and overtime patterns.</li> <li>Monitor agent utilization in real time and historically; recommend scheduling and headcount adjustments to balance efficiency and service levels.</li> <li>Maintain data pipelines and source integrations feeding into Tableau (Intercom, product DB, payroll/HR data).</li> <li>Lead the delivery of a customer health-score model and early-warning churn indicators integrated into CS workflows.</li> <li>Own WFM for the international support team: overtime tracking, paid-hours reconciliation, global workforce policies, headcount forecasting, and budget ownership.</li> <li>Manage invoicing for global employees; ensure timely and accurate processing of payments.</li> <li>Serve as the primary point of contact for the Finance team on all CS-related workforce costs, budgets, and invoicing queries.</li> </ul> <p><strong>Qualifications:&nbsp;</strong></p> <p><strong>Required</strong></p> <ul> <li>1+ years in a Data team.</li> <li>Strong Tableau (or comparable BI tool) proficiency – building dashboards, managing data connections, designing for diverse audiences.</li> <li>Advanced Excel/Sheets skills including pivot tables, complex formulas, and data modeling.</li> <li>Excellent communication skills – ability to translate complex data into clear, executive-ready narratives.</li> <li>English proficiency</li> </ul> <p><strong>Preferred</strong></p> <ul> <li>SQL or scripting languages for data extraction and transformation.</li> <li>Familiarity with CRM/helpdesk platforms (Intercom preferred; HubSpot, Zendesk, or similar).</li> <li>Hands-on workforce forecasting and capacity planning experience.</li> <li>Familiarity with Agile/sprint-based methodologies in an ops context.</li> <li>Experience working with Payoneer and Connecteam – a bonus.</li> </ul><div class="content-conclusion"><p>Ready to take your career to the next level with <strong>AutoDS</strong>? Join us and be part of a global team that’s driving the future of eCommerce innovation. Apply today and help us create cutting-edge solutions for online sellers worldwide!</p></div>