Support Operations Data Analyst

📋 Description

• Own recurring User Operations reporting (weekly, monthly, QBR)
• Translate support data into narratives: what's happening, why, actions
• Track north star metrics: cSAT, TTR, QA, escalation, FRT
• Build self-serve dashboards for real-time visibility
• Instrument Zendesk to capture required data
• Connect support data to product and customer data with central data team

🎯 Requirements

• 3–5 years analytics experience, 2+ years in support ops or CS ops
• Fluency in Zendesk-like data structures
• SQL proficiency with CTEs, window functions, and joins
• Dashboard experience in Looker, Tableau, Sigma, Omni
• Reporting for multiple audiences; strong data storytelling
• Comfort operating solo and driving analytics independently

🎁 Benefits

• Remote-friendly role in a fast-growing AI-native company
• Own analytics function with real impact on strategy
• Growth opportunities—personal, professional, and financial
• Equal opportunity employer; accommodations available
• Collaborative setup with leadership and central data team
• Impact across 2,400+ customers in 70+ countries