Customer Service Data Analyst

Founded in 2018 and headquartered in The Netherlands, GT Ecom BV is on a mission to build the most efficient global direct-to-consumer infrastructure and become the world’s largest e-commerce company—powered by a collective of successful, scalable brands. By 2026, we’re 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 connected—no 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 do—because the future of work is global, and we’re building it together.

The Upsides of Working with Us

💪 Hard Work That Matters

We’re surrounded by people who care deeply and give their best. We don’t settle for average—we 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 work—but freedom only thrives when it’s 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 it’s a new skill, a fresh mindset, or sharper execution—stagnation isn’t 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 high—even 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 standard—not out of pressure, but out of pride. We care too much about what we’re building to accept "good enough." Excellence is the expectation.

🎯 Creativity Welcome Here

We encourage bold ideas, fast testing, and open collaboration. Failure doesn’t scare us—comfort does. That’s why creativity is valued as a core ingredient in everything from product to process.

We’re on the lookout for a Customer Service Data Analystto join our expanding team and drive our company’s 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 Ecom’s 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 aCustomer Service Data Analyst, you will be a key member of our Data Team, reporting directly to our Data Engineerand partnering with Operations and Technology to analyze performance and improve customer satisfaction. You’ll be working closely with the Customer Experience Director. Together, you’ll ensure customer service processes are efficient and data-driven, helping the team deliver top-notch support. Get ready to collaborate with a team that's 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 (https://hubstaff.com/) to track hours worked.

Compensation

We pay on an hourly basis — we’re 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- We’ll 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, we'll 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: We’ll contact your three references for their feedback.
8. Onboarding: Once all checks are completed, we’ll initiate the onboarding process.

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