Senior/Staff Data Analyst – Care Analytics

Hi, we’re Back Market. We’re here to help make tech reliable, affordable, and better than new. We’re a global marketplace for refurbished devices, helping lower our collective environmental impact by providing trustworthy, affordable tech with 92% less carbon emissions than new.

YOUR MISSION (IF YOU ACCEPT IT):

• Care Analytics
  • Own the measurement of customer satisfaction across all care channels — diagnosing root causes of dissatisfaction, quantifying their downstream impact on retention and trust, and delivering operational insights that drive real improvements in BPO performance and agent management.
  • Build and maintain rigorous evaluation frameworks for AI‑powered care tools (chatbots, automated resolution, agent assist) — measuring deflection rates, resolution quality, and cost‑per‑contact to ensure our automation investments actually deliver.
  • Translate care contact patterns into product root‑cause insights that dire...