Job Overview
- Job Title Data Analyst, Customer Operations
- Hiring Organization Scribd
- Company Website https://jobs.lever.co/scribd
- Remote Locations US
- Job Type Remote, Full-Time
As a Data Analyst on the Customer Support Team, you will play a pivotal role in analyzing support data (primarily through tickets and user feedback) to understand issues and insights, enhance decision-making, and improve the overall user experience. You will work closely with cross-functional teams to uncover root causes of customer support challenges and opportunities. The ideal candidate is a self-starter who thrives in fast-paced and ever-changing environments. You should be a passionate advocate for improving the customer journey through data-driven insights.
Key Attributes for Success:
- Customer-centric mindset with strong advocacy for customer needs
- Entrepreneurial, proactive approach to problem-solving
- Ability to thrive in a dynamic and fast-paced environment
- Understands how to leverage the latest technologies, including AI, to enhance customer support operations.
Job 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
Job 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
- Experience with Jira for project management is a plus
- Experience with Zendesk or similar customer service tools is highly preferred
- Experience with subscription-based business models is a plus
- Experience working with BPOs in an outsourced environment is a nice to have Recruiting form information
At Scribd, your base pay is one part
Employee Benefits
- Healthcare Insurance Coverage (Medical/Dental/Vision): 100% paid for employees
- 12 weeks paid parental leave
- Short-term/long-term disability plans
- 401k/RSP matching
- Tuition Reimbursement
- Learning & Development programs
- Quarterly stipend for Wellness, Connectivity & Comfort
- Mental Health support & resources
- Free subscription to Scribd + gift memberships for friends & family
- Referral Bonuses
- Book Benefit
- Sabbaticals
- Company wide events
- Team engagement budgets
- Vacation & Personal Days
- Paid Holidays (+ winter break)
- Flexible Sick Time
- Volunteer Day
- Company-wide Diversity, Equity, & Inclusion programs
How To Apply
Click “Apply” below to fill in the application form!
More Information
- Remote Job Location United States
- Salary Offer $47,000 - $88,000
- Experience Level Junior Level
- Education Level Bachelor's Degree
- Working Hours to be arranged (full time based )
- Job Application Via Custom Application Page
