Workforce Management Specialist

About Us:

The Hashgraph Group (THG) is a pioneering Swiss-based Web3 technology company operating exclusively within the Hedera Hashgraph ecosystem.

As experienced and qualified Web3 practitioners and engineers, we design, develop, and deploy enterprise-grade solutions and decentralized applications on Hedera. With operations globally, we unlock new growth opportunities for business in the Web3 economy.

We deliver more than technology we build business without barriers.

What You'll Do

• Forecast the Future:

  Build predictive models that link support demand to blockchain network activity and market volatility.

• Optimize Hybrid Teams:

  Balance AI and human support dynamically adjust staffing as AI handles routine queries and humans tackle complex, high-value issues.

• Drive Insights:

  Design dashboards (Tableau/Looker) to track AI performance (hallucination, containment, handoff rates) and customer satisfaction across channels.

• Be the AI Detective:

  Analyze why users bypass AI, conduct root cause analysis on AI failures, and partner with Product to make our AI smarter.

• Strategic Analysis:

  Correlate on-chain metrics (active accounts, smart contract calls) with operational costs and calculate ROI for both AI and human support.

• Champion Best Practices:

  Ensure our workforce planning aligns with ITIL standards and the unique demands of web3/DTL ecosystems.

What You Bring

• 3+ years in Workforce Management, Business Intelligence, or related analytics roles ideally in SaaS or high-growth tech.
• Advanced SQL skills and expertise in BI tools (Tableau, Looker, or similar).
• Experience with AI/automation metrics (deflection, hallucination, sentiment analysis).
• Strong analytical mindset able to translate complex data (crypto volatility, AI confidence scores) into actionable plans.
• Bonus: Familiarity with blockchain, web3, or DLT environments.

Why Join Us

• Cutting-Edge Tech:

  Work with the latest in AI, blockchain, and decentralized support.

• Impact:

  Your insights will directly shape how we scale and support a global, always-on user base.

• Growth:

  Be part of a pioneering team at the forefront of SaaS and web3 transformation.