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. They are seeking a Senior Business Analyst to provide data-driven insights that enhance the performance and efficiency of their global Support organization through analysis, dashboard creation, and strategic consulting.

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)