About the Role

The Customer Support Data Analyst lives in the Customer Support TechOps team and is responsible for centralizing the data from Customer Support’s different tools. You will ensure this data is accessible and tailored to operational leaders across multiple Support services. You must be proficient in SQL, with significant experience working with data warehouses and data visualization tools. You are detail-oriented, extremely good at math, and exhibit initiative and curiosity. 

Day-to-Day Responsibilities

• Extract, manipulate and centralize the data from Customer Support’s different tools and ensure it’s accessible to operational leaders from each Line of Business across Customer Support
• Execute complex SQL queries to maintain custom tables, ensuring the integrity and accuracy of the stored data
• Use data visualization tools to create high-level dashboards that provide clear views of critical customer support metrics
• Collaborate with stakeholders across the organization to understand their data reporting and analysis needs, ensure the relevant data is accessible so they can achieve their goals
• Work closely with other members of the TechOps team to determine the tracking, storage, and presentation of data for new Customer Support related initiatives
• Create and maintain detailed written documentation of queries, processes, and dashboards to ensure a clear understanding of data-related workflows
• Write investment memos and scoping plans for data-related initiatives in Customer Support 
• Drive forward data-related initiatives in Customer Support, coordinating with multiple stakeholders and ensuring the project runs to time

Profile Must Haves

• You are proficient in SQL
• You have significant experience working with data warehouse tools (e.g. Snowflake) and data visualization tools (e.g. Metabase, Hex)
• You have experience working with Customer Support-related data
• You and have strong mental models for how tech stacks and data structures can enable a world class Customer Support experience 
• You are exceptionally good at math and comfortable navigating messy data. 
• You can write clearly structured and precise documents
• You have extremely deep attention to detail, making sure nothing is overlooked

Profile Nice to Haves

• You are proficient in Snowflake, Excel/Sheets, Zendesk (including Explore), Hex, Metabase

Your First Days

30 Days

You’ve become an expert in navigating and manipulating CBH's Customer Support data, and have written  tens of complex SQL queries to create custom data tables for Support and Ops leaders to analyze using Metabase.

60 Days

You’ve created a custom First Contact Resolution metric which matches Support tickets to specific shifts, making it 20% more accurate than our current FCR metric. You’ve owned the data structuring for an experiment enabling some customers to request callbacks from our agents, ensuring the data we capture is structured cleanly so that stakeholders can analyze it effectively.

System Requirements (Equipment not provided - NO CHROMEBOOKS, NO LINUX OS) 

• Minimum 15Mbps internet connection
• Minimum i5 processor or equivalent
• Minimum 12GB Ram
• Quiet working environment
• Steady power and internet connection

This is a fully remote position.