Customer Support Analyst

closed
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Scribd

πŸ’΅ $42k-$92k
πŸ“Remote - United States, Canada

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
This job is filled or no longer available

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