Senior Data Analyst - Customer Operations

Scribd Inc. is a company dedicated to sparking human curiosity through their diverse products. They are seeking a Senior Customer Operations Data Analyst to analyze support data, enhance decision-making, and improve user experience by collaborating with cross-functional teams.

Responsibilities:

• Gather, analyze, and interpret data to provide insights on customer support data and trends
• Create pipelines for the collection and processing of new data from customer support sources
• Create comprehensive reports in Databricks, Looker, Google Sheets, Zendesk, and/or similar tools to monitor key metrics
• Evaluate the effectiveness and performance of Customer Support goals, initiatives, and projects
• Conduct in-depth analyses of performance, measuring KPIs such as service level achievement, customer effort & satisfaction, and user retention
• Analyze customer feedback and behavior patterns in response to product changes and on an ongoing basis
• Forecast contact volumes and capacity needs
• Collaboratively manage the Customer Support’s data analysis roadmap with leadership
• Work cross-functionally with stakeholders across Customer Support, Data & Analytics, Product, Engineering, and User Research
• Use AI and BI to enhance customer support operations and increase efficiency
• Develop and maintain dashboards and reports and own communication of critical marketing metrics and campaign performance to team leads and executive stakeholders
• Provide actionable insights to stakeholders through data analysis, and identify opportunities for improvements operational efficiency
• Stay informed about the latest Customer Support trends, analytics tools, and methodologies to continuously improve performance and methodologies
• Understand, document, and communicate business requirements for projects and process changes