Scribd is hiring a
Customer Support Analyst

Summary

Join our team as a Customer Support Analyst to play a pivotal role in analyzing support data, enhancing decision-making, and improving the user experience. As a self-starter who thrives in fast-paced environments, you will work closely with cross-functional teams to uncover root causes of customer support challenges and opportunities.

Requirements

• 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 stakeholdersStrong 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

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

Benefits

• Competitive equity ownership
• Comprehensive and generous benefits package