Customer Support Systems & Analytics Lead

📋 Description

• Lead data strategy and reporting for the Customer Support org, spanning Zendesk and AI Agent.
• Build dashboards and reports for CS leadership and cross-channel metrics.
• Configure Zendesk to produce clean, reliable data and secure workflows.
• Oversee data hygiene to ensure scalable, trustworthy reporting.
• Translate data into actionable insights and resourcing/tooling recommendations.
• Collaborate with Product, Data, and Strategic Finance to meet data needs.

🎯 Requirements

• 5-8 years in data analytics, BI, or systems analysis (CS/ops).
• Zendesk administration, views, fields, triggers, and reporting.
• SQL fluency and BI tools such as Omni or Metabase.
• Strong analytical thinking; turn data into actionable insights.
• Experience building dashboards for non-technical stakeholders.
• Deep data hygiene understanding and data quality impact.
• Cross-functional collaboration with Operations, Product, and Engineering.

🎁 Benefits

• Competitive base salary, equity, and benefits.
• Inclusive workplace with DEI commitments and accommodations.
• Remote-friendly with growth opportunities.