Customer Service Data Analyst

Founded in 2018 and headquartered in The Netherlands GTE Brands is on a mission to build the most efficient global direct-to-consumer infrastructure and become the worlds largest e-commerce companypowered by a collective of successful scalable brands. By 2026 were aiming to achieve $500 million in revenue and operate over 50 thriving online stores worldwide.

With a team of 160 top-tier remote e-commerce professionals across the globe we blend local brand experiences with cross-border logistics ensuring every customer feels connectedno matter where they are.

At our core we value hard work freedom with responsibility constant improvement and a mindset of positivity. We believe in building a high-performance remote-first culture where honesty excellence and creativity drive everything we dobecause the future of work is global and were building it together.

The Upsides of Working with Us

Hard Work That Matters

Were surrounded by people who care deeply and give their best. We dont settle for averagewe show up push boundaries and aim high. That shared drive creates momentum and meaning in everything we do.

Freedom with Responsibility

You have the freedom to choose how when and where you workbut freedom only thrives when its paired with ownership. We trust you to manage your time meet your commitments and take responsibility for your impact.

Constant Improvement

Growth is part of our DNA. We believe in learning evolving and getting 1% better every day. Whether its a new skill a fresh mindset or sharper executionstagnation isnt in our vocabulary.

Positivity by Default

We approach people problems and communication with a positive mindset. That means giving the benefit of the doubt staying constructive and keeping energy higheven when challenges arise.

Honesty & Transparency

We believe the fastest way to move forward is through clear honest communication. No politics. No guessing games. Just straight talk that builds trust and strengthens our team.

Excellence Is the Baseline

We hold ourselves and each other to a high standardnot out of pressure but out of pride. We care too much about what were building to accept good enough. Excellence is the expectation.

Creativity Welcome Here

We encourage bold ideas fast testing and open collaboration. Failure doesnt scare uscomfort does. Thats why creativity is valued as a core ingredient in everything from product to process.

Were on the lookout for a Customer Service Data Analyst to join our expanding team and drive our companys growth!

The Challenge

As our company continues to grow we are in need of a Customer Service Data Analyst to analyze customer service performance metrics identify trends and provide actionable recommendations to enhance efficiency and customer satisfaction. We need an addition to our team who will also build an automated reporting system collaborating with the Customer Service Operations and Technology teams to drive improvements in workflows and response times.

Day in the Life of a Customer Service Data Analyst at GT Ecom

• Analyze customer service data to identify trends and improvement areas.

• Develop and maintain dashboards tracking KPIs (CSAT NPS FCR etc.) via Looker Studio and Power BI.

• Provide insights to improve service efficiency and quality.

• Identify gaps in support processes and suggest data-driven solutions.

• Support automation and AI-driven tools for customer interactions.

• Present findings and recommendations to stakeholders.

Success Drivers in the first 90 days for this Role

• Develop a deep understanding of GT Ecoms customer service processes and KPIs.

• Build and refine dashboards to track key customer service metrics.

• Identify at least three improvement opportunities based on data analysis.

• Present an initial report on customer service trends and insights.

• Collaborate with key stakeholders to implement at least one process enhancement.

• Gain proficiency with internal tools CRM systems and reporting platforms

Please take note this may change from time to time.

Your Team When You Join Us

As a Customer Service Data Analyst you will be a key member of our Data Team reporting directly to our Data Engineer and partnering with Operations and Technology to analyze performance and improve customer satisfaction. Youll be working closely with the Customer Experience Director. Together youll ensure customer service processes are efficient and data-driven helping the team deliver top-notch support. Get ready to collaborate with a team thats dedicated to delivering exceptional support and continuously improving through data-driven insights!

We would love to hear from you if

• You have at least 2 years of experience in data analysis (eCommerce or customer service preferred)

• You have worked in the similar role before

• You are proficient in data visualization tools like Looker Studio Power BI and Excel.

• You have previous experience with CRM platforms (e.g. Gorgias).

• Strong analytical and problem-solving skills.

If you are excited about the opportunity and feel like you are a good fit we encourage you to apply today and talk to one of our recruiters. We look forward to seeing how your skills and experiences align with our vision. If unsure we still welcome your application and would be happy to discuss other potential roles that may be a good fit for you.

Couple of the notes about the role

• This is not a salaried position. This is an Independent Contractor role.

• You must be able to commit at least 8 hours per day 40 hours per week.

• We require everybody in the team to use Hubstaff ( to track hours worked.

Compensation

We pay on an hourly basis were open to reviewing rates based on experience and expertise. This role may have performance incentives.

If you are excited about the opportunity and feel like you are a good fit we encourage you to apply today and talk to one of our recruiters. We look forward to seeing how your skills and experiences align with our vision.

Overview of Our Interview Process

Application Submission- Well start by reviewing your application.

1. Invitation to Test Gorilla Assessment - If you pass the resume screening you will be invited to take a 19 - minute written examination to help us assess your fitness to the role and our team. Please note that passing this stage is crucial to move forward to the hiring process.

2. HR interview - Our Recruiter will reach out to you to discuss your skills experience and qualifications related to the role.

3. Trial Task - You will be invited to take a Trial Task.

4. 2nd Interview - Meet with our Data Engineer.
   

5. Final Interview - Meet with our Customer Experience Director

6. Offer Discussion - If all goes well well discuss the offer and invite you to our pre-onboarding process.

7. Pre-Onboarding Process

   1. Background Check: Verification of your identification and declared address.

   2. Reference Check: Well contact your three references for their feedback.

8. Onboarding: Once all checks are completed well initiate the onboarding process.

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