Data Analyst, Customer Operations
Job Description
Position Overview
As a Data Analyst on the Customer Support Team, you will play a pivotal role in analyzing support data (primarily through tickets and user feedback) to understand issues and insights, enhance decision-making, and improve the overall user experience. You will work closely with cross-functional teams to uncover root causes of customer support challenges and opportunities.
Key Attributes for Success
- Customer-centric mindset with strong advocacy for customer needs
- Entrepreneurial, proactive approach to problem-solving
- Ability to thrive in a dynamic and fast-paced environment
- Understands how to leverage the latest technologies, including AI, to enhance customer support operations.
Responsibilities
- Data Collection & Analysis: Gather, analyze, and interpret data to provide insights on customer support data and trends
- Reporting & Insights: Create comprehensive reports summarizing data, findings and actionable recommendations to drive business decisions. Build and maintain dashboards in Zendesk, Looker, Google Sheets and/or similar tools to monitor key metrics.
- Performance Metrics: Track and analyze key performance metrics such as response times, resolution rates, and customer satisfaction scores, comparing them against business goals and industry standards.
- Customer Insights: Analyze customer feedback and behavior patterns in customer support data to understand drivers of customer satisfaction and loyalty.
- Collaboration: Work cross-functionally with stakeholders across Customer Support, Product, and User Research
- Leveraging Technology: Utilize the latest tools and technologies, including AI and automation, to enhance customer support operations and increase efficiency.
- Process Improvement: Through data analysis, identify opportunities for process improvement projects to improve operational efficiency and execution.
- Project Support: Ability to understand, document, and communicate business requirements for projects and process changes
Required Qualifications
- Minimum 2 years of experience in an analytical or reporting role in Customer Support or Customer Operations within a digital consumer industry
- Proficient in using data analytics tools including SQL, Databricks, and creating dashboards
- At least 1 year of experience presenting data to diverse stakeholders
- Strong working knowledge of MS Excel and/or Google Sheets
- Bachelor's degree (BA/BS) required
- Detail-oriented with strong analytical, critical thinking, and problem-solving skills
- Strong verbal and written communication skills, capable of translating data into clear, actionable insights
- Ability to work independently, manage multiple tasks, prioritize effectively, and meet deadlines in a fast-paced environment
Preferred Qualifications
- Experience with Jira for project management is a plus
- Experience with Zendesk or similar customer service tools is highly preferred
- Experience with subscription-based business models is a plus
- Experience working with BPOs in an outsourced environment is a nice to have
Compensation
At Scribd, your base pay is one part of your total compensation package and is determined within a range. Our pay ranges are based on the local cost of labor benchmarks for each specific role, level, and geographic location. San Francisco is our highest geographic market in the United States.
In the state of California, the reasonably expected salary range is between $57,000 [minimum salary in our lowest geographic market within California] to $92,500 [maximum salary in our highest geographic market within California].
In the United States, outside of California, the reasonably expected salary range is between $47,000 [minimum salary in our lowest US geographic market outside of California] to $88,000 [maximum salary in our highest US geographic market outside of California].
In Canada, the reasonably expected salary range is between $59,000 CAD[minimum salary in our lowest geographic market] to $87,500 CAD[maximum salary in our highest geographic market].
Benefits & Perks
- Healthcare Insurance Coverage (Medical/Dental/Vision): 100% paid for employees
- 12 weeks paid parental leave
- Short-term/long-term disability plans
- 401k/RSP matching
- Tuition Reimbursement
- Learning & Development programs
- Quarterly stipend for Wellness, Connectivity & Comfort
- Mental Health support & resources
- Free subscription to Scribd + gift memberships for friends & family
- Referral Bonuses
- Book Benefit
- Sabbaticals
- Company wide events
- Team engagement budgets
- Vacation & Personal Days
- Paid Holidays (+ winter break)
- Flexible Sick Time
- Volunteer Day
- Company-wide Diversity, Equity, & Inclusion programs