Kape is a cybersecurity company dedicated to enhancing everyone's digital experience with enhanced privacy and protection. With over 1,000 experienced individuals across ten global locations, including the UK, Israel, Germany, Romania, France, the Philippines, the USA, Singapore, Hong Kong, and Cyprus, the Kape team is guided by a single mission: to create a more secure and safer 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 transform large volumes of support and customer interaction data into actionable insights that improve customer satisfaction, operational efficiency, and product feedback loops, including leveraging AI-driven analysis to surface patterns, predict risks, and scale decision-making.
You will manage and mentor a team of analysts while acting as a strategic data partner to Support Leadership, Product, and Engineering. This role combines hands-on analytics, experimentation, and stakeholder leadership, ensuring data-driven decision-making across all support operations.
Core Responsibilities- Lead, mentor, and develop a team of Support/Data Analysts, fostering high analytical standards and a business-first mindset.
- Set best practices for analysis, experimentation, documentation, and stakeholder communication.
- Analyze end-to-end customer support journeys, including ticket flows, resolution paths, escalation patterns, and customer effort.
- Deep-dive into key support metrics such as CSAT, NPS, FCR, AHT, backlog health, retention signals, and churn indicators.
- Identify root causes of customer friction and operational inefficiencies, translating findings into clear recommendations.
- Define and maintain core support KPIs and health metrics aligned with company and CX objectives.
- Build and oversee scalable, self-serve dashboards using Tableau, enabling stakeholders to monitor performance in real time.
- Ensure consistency, clarity, and trust in support reporting across regions and teams.
- Work closely with Data Engineers and Analytics Engineers to define and maintain high-quality foundational datasets (tickets, events, customer attributes, product signals).
- Influence decision-making by connecting support data to customer experience, retention, and product improvements.
- 5+ years in Data Analytics, Business Intelligence, or Product/Support Analytics, with at least 1–2 years in a leadership or mentoring role.
- High proficiency in SQL and experience working with large, complex datasets.
- Strong analytical and problem-solving skills with a business-first, impact-driven approach.
- Hands-on experience designing, executing, and evaluating A/B tests or controlled experiments (process, tooling, or product-related).
- Strong experience with Tableau (or similar BI tools), including dashboard design for executive and operational audiences.
- Experience working with customer support, CX, operations, or service-related data (tickets, CSAT, NPS, SLAs, etc.)
- Familiarity with applying AI/ML or LLM-based tools in analytics workflows (e.g., text analysis, automation, insight generation) – a strong plus.
- Excellent communication skills, able to translate complex data into clear narratives and actionable recommendations.
- Proven ability to partner with senior stakeholders and lead cross-functional initiatives.
- 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.
Top Skills
What We Do
The leading VPN company. Building a safer, better digital world.
