Kape is a cybersecurity company dedicated to enhancing digital experiences through privacy and protection. With over 1,000 employees across 10 global locations—including the UK, Israel, Germany, Romania, France, the Philippines, the USA, Singapore, Hong Kong, and Cyprus—we are driven by one mission: to create a safer, more secure digital world.
Job SummaryAs Customer Success Data Team Lead, you will lead the analytics function supporting Customer Support/Success teams at Kape. Your mission is to turn large volumes of support and customer interaction data into actionable insights that improve customer satisfaction, operational efficiency, and product feedback loops.
You will manage and mentor a team of analysts while acting as a strategic partner to Support Leadership, Product, and Engineering. This role combines hands-on analytics with stakeholder leadership to drive data-informed decisions across support operations.
Core Responsibilities- Lead and mentor a team of analysts, driving high analytical standards and a business-focused mindset
- Analyze end-to-end customer support journeys (tickets, resolution paths, escalations, customer effort)
- Deep-dive into key metrics such as CSAT, NPS, FCR, AHT, backlog health, and churn signals
- Identify root causes of customer friction and operational inefficiencies, providing clear recommendations
- Define and maintain core support KPIs aligned with CX and business goals
- Build and maintain scalable dashboards (e.g., Tableau) for real-time performance tracking
- Partner with Data and Engineering teams to ensure high-quality, reliable datasets
- Translate insights into actionable recommendations that impact customer experience and product improvements
Core Requirements
- Proven experience working within a Customer Support / Customer Success environment (required)
- 5+ years of experience in Data Analytics, BI, or Product/Support Analytics, including 1–2 years in a leadership role
- Strong SQL skills and experience working with large datasets
- Strong analytical thinking with a business-impact mindset
- Experience with BI tools (e.g., Tableau) and dashboard design
- Experience with experimentation (A/B testing or similar) – an advantage
- Ability to communicate insights clearly to both technical and non-technical stakeholders
- Experience working cross-functionally with senior stakeholders
- Fluent in English
- At the moment, we do not sponsor visas in the EU. For Hong Kong, we require at least two years of working experience and a university degree in a related field. For Singapore and the UK, we can only sponsor visas for mid-career or above.
- Please upload your resume as a PDF and do not include any salary or compensation information in it.
ExpressVPN is one of the world’s leading providers of online privacy and security services for consumers. Started in 2009, we’ve grown to have millions of active paying customers, a team of more than 700 people worldwide, and a brand recognized by hundreds of millions of people in 18 languages and more than a hundred countries. We see huge growth in our industry, and are gaining market share through strong execution.
Skills Required
- 5+ years in Data Analytics
- Proficiency in SQL
- Experience with Tableau or similar BI tools
- Leadership or mentoring experience
- Experience with A/B testing
- Familiarity with customer support metrics
- Excellent communication skills
- Fluent in English
- Experience with AI/ML tools is a plus
What We Do
The leading VPN company. Building a safer, better digital world.
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