Responsibilities:

• Serve as a strategic thought partner to Customer Support leadership by surfacing key insights, providing recommendations on areas for improvement, and identify gaps and inefficiencies in our data flows

• Design, build, deliver, and maintain world-class reporting for all areas of the Support Organization

• Provide forecasting models by using current data statistics and potential process changes

• Develop automated views to measure and track daily performance of our key KPIs

• Translate business needs and non-technical requirements into high-level technical specifications and design

• Applying a variety of data extraction and analytic techniques to provide process improvement and product improvement ideas

• Partner closely with our Corporate Engineering team to ensure high fidelity of support data and promote easy access across the company

What you bring:

• Previous experience in a Data Analyst / Business Intelligence capacity providing data-driven business insight recommendations

• Experience utilizing intermediate SQL knowledge to analyze, modify, and filter data

• Comfort analyzing and visualizing data in Excel, Salesforce, and BI tools (Looker, Tableau, etc.)

• Experience meeting and identifying business needs by building and utilizing relevant, simple, and accurate reporting

• Ability to manage competing and concurrent priorities through effective planning and cross functional collaboration with high level of autonomy

• Ability to present observations and ideas to leadership and stakeholders

• Experience with Zendesk preferred