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At AutoDS, 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!
We are hiring for CX Data & WFM Specialist!
Responsabilities:
- Run daily KPI health checks across all CS metrics; detect anomalies and own automated volume-spike alerting.
- Produce weekly and monthly trend analyses and executive-ready reports for the Director, COO, and cross-functional leads.
- Design, build, and maintain Tableau dashboards and Intercom reports; own the CS metric documentation (definitions, calculations, data sources).
- Build rolling workforce forecasts and capacity models incorporating volume trends, agent availability, skill mix, and overtime patterns.
- Monitor agent utilization in real time and historically; recommend scheduling and headcount adjustments to balance efficiency and service levels.
- Maintain data pipelines and source integrations feeding into Tableau (Intercom, product DB, payroll/HR data).
- Lead the delivery of a customer health-score model and early-warning churn indicators integrated into CS workflows.
- Own WFM for the international support team: overtime tracking, paid-hours reconciliation, global workforce policies, headcount forecasting, and budget ownership.
- Manage invoicing for global employees; ensure timely and accurate processing of payments.
- Serve as the primary point of contact for the Finance team on all CS-related workforce costs, budgets, and invoicing queries.
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Required
- 1+ years in a Data team.
- Strong Tableau (or comparable BI tool) proficiency – building dashboards, managing data connections, designing for diverse audiences.
- Advanced Excel/Sheets skills including pivot tables, complex formulas, and data modeling.
- Excellent communication skills – ability to translate complex data into clear, executive-ready narratives.
- English proficiency
Preferred
- SQL or scripting languages for data extraction and transformation.
- Familiarity with CRM/helpdesk platforms (Intercom preferred; HubSpot, Zendesk, or similar).
- Hands-on workforce forecasting and capacity planning experience.
- Familiarity with Agile/sprint-based methodologies in an ops context.
- Experience working with Payoneer and Connecteam – a bonus.
Ready to take your career to the next level with AutoDS? 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!
What you need to know about the San Francisco Tech Scene
San Francisco and the surrounding Bay Area attracts more startup funding than any other region in the world. Home to Stanford University and UC Berkeley, leading VC firms and several of the world’s most valuable companies, the Bay Area is the place to go for anyone looking to make it big in the tech industry. That said, San Francisco has a lot to offer beyond technology thanks to a thriving art and music scene, excellent food and a short drive to several of the country’s most beautiful recreational areas.
Key Facts About San Francisco Tech
- Number of Tech Workers: 365,500; 13.9% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Google, Apple, Salesforce, Meta
- Key Industries: Artificial intelligence, cloud computing, fintech, consumer technology, software
- Funding Landscape: $50.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Sequoia Capital, Andreessen Horowitz, Bessemer Venture Partners, Greylock Partners, Khosla Ventures, Kleiner Perkins
- Research Centers and Universities: Stanford University; University of California, Berkeley; University of San Francisco; Santa Clara University; Ames Research Center; Center for AI Safety; California Institute for Regenerative Medicine
