**Experienced Full Stack Customer Care Analyst – Performance Analytics and Reporting Expert (Remote Work from Home)**

Are you a detail-oriented and analytical individual with a passion for delivering exceptional customer experiences? Do you have a knack for turning data into actionable insights that drive business growth? If so, we invite you to join the team at blithequark as a Full Stack Customer Care Analyst – Performance Analytics and Reporting Expert. In this role, you will play a critical part in shaping the future of customer care at blithequark, leveraging your expertise in data analysis, reporting, and process improvement to drive business outcomes. **About blithequark** blithequark is a leading airline that has revolutionized the way people travel. With a commitment to delivering exceptional customer experiences, we have built a reputation for excellence in the industry. Our team is passionate about innovation, customer-centricity, and continuous improvement. As a Full Stack Customer Care Analyst, you will be part of a dynamic team that is shaping the future of customer care at blithequark. **Key Responsibilities** As a Full Stack Customer Care Analyst, you will be responsible for: * Researching and analyzing customer care performance metrics, including but not limited to average handle time (AHT), escalation rates, after-call work (ACW), First Call Resolution (FCR), and customer satisfaction scores (CSAT) * Identifying trends and patterns in customer care data to inform business decisions and drive process improvements * Developing and maintaining dashboards and reports to track customer care performance and provide insights to stakeholders * Collaborating with the Customer Care Leadership team to design and implement prize and recognition programs for top-performing customer care agents * Working with a team of analysts to automate reporting and analytics for customer care metrics using tools like Power BI, Snowflake, and Tableau * Participating in Contact Center as a Service (CCaaS) execution to develop dashboards and reports that identify customer patterns and trends * Performing other duties as assigned **Essential Qualifications** * Bachelor's degree in a related field * One (1) year of experience in a related field, such as customer care, analytics, or business intelligence * Strong analytical and problem-solving skills, with the ability to collect, analyze, and interpret complex data * Excellent verbal and written communication skills, with the ability to present findings and recommendations to stakeholders * Proficiency in Microsoft Office, including Excel, PowerPoint, and Word * Experience with data visualization tools, such as Power BI, Tableau, or Qlik * Strong SQL skills, with the ability to write complex queries and manipulate data * Ability to work independently and collaboratively in a fast-paced environment **Preferred Qualifications** * Four-year degree in a related field * Two (2) years of experience in a related field, preferably in the airline or travel industry * Experience with Microsoft Dynamics and Streams * Knowledge of Avaya CMS data sets and estimations or Amazon Associate contact records * Familiarity with Angle Planning Suite * Ability to work independently and in a high-pressure team environment * Strong customer service and communication skills, with the ability to work with diverse stakeholders **Work Environment and Culture** As a Full Stack Customer Care Analyst, you will work in a fast-paced and dynamic environment that is committed to delivering exceptional customer experiences. You will be part of a team that is passionate about innovation, customer-centricity, and continuous improvement. Our work environment is collaborative, inclusive, and supportive, with a focus on employee well-being and development. **Compensation and Benefits** We offer a competitive salary range of $35-$45 per year, depending on experience. In addition, we offer a comprehensive benefits package, including: * Medical, dental, and vision insurance * 401(k) matching program * Paid time off and holidays * Professional development opportunities * Access to the latest technology and tools **How to Apply** If you are a motivated and analytical individual with a passion for delivering exceptional customer experiences, we invite you to apply for the Full Stack Customer Care Analyst – Performance Analytics and Reporting Expert role at blithequark. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you! **Equal Employment Opportunity** blithequark is an equal employment opportunity employer, committed to diversity and inclusion in the workplace. We welcome applications from qualified candidates of all backgrounds and perspectives. Apply for this job