Sr. Business Analyst

HighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. The Senior Business Analyst will partner closely with the VP of Support and Director of Revenue Operations to provide data-driven insights that enhance the performance and efficiency of the global Support organization.

Responsibilities:

• Partner with the VP of Support to deliver actionable insights that inform strategic decisions and improve performance
• Collaborate with the Business Intelligence (BI) team to design, build, and maintain Tableau dashboards that visualize Support performance metrics (CSAT, ticket volume, SLA adherence, handle times, etc.)
• Translate complex datasets into clear narratives and recommendations for Support leadership and front-line managers
• Gather analytics requirements and ensure dashboards and reports align with evolving business needs
• Conduct ad hoc and recurring analyses to identify trends, anomalies, and opportunities for operational improvement
• Act as a consultant to the Support team, advising on data interpretation and best practices for using metrics to drive results
• Partner with BI and data engineering teams to validate data accuracy and optimize data models
• Document reporting processes and ensure consistent data governance standards
• Establish and govern data standards in collaboration with operations leadership to ensure consistent, reliable metrics across teams

Requirements:

• 5+ years of experience in data analytics, business intelligence, or operations analysis, ideally in a SaaS or customer support environment
• Must have experience working in or alongside a Support organization within a technology or software company
• Expertise in Tableau (dashboard creation, optimization, and maintenance)
• Strong SQL skills and familiarity with large datasets and relational databases
• Ability to interpret complex data and communicate insights to both technical and non-technical audiences
• Proven ability to collaborate across teams — BI, operations, support, and leadership
• Solid business acumen and a strong understanding of customer support metrics and drivers
• General understanding of AI concepts and hands-on comfort with AI productivity tools/workflows; no deep ML expertise required
• Experience with customer support systems (e.g., FreshWorks, Zendesk, Assembled, or similar)
• Familiarity with data warehouses such as Snowflake, Redshift, or BigQuery
• Experience in a scaling SaaS environment
• Degree in Business, Analytics, Economics, or a related field (Master's a plus)