About Ease:

Ease is the #1 rated benefits administration and HR software for businesses with 2–250 employees, powered by insurance brokers. 70,000+ employers trust Ease’s innovative SaaS service model to set up and manage benefits, onboard hires, stay compliant and offer their employees one destination for all their human resources information. Headquartered in San Francisco with offices in New York, Las Vegas, and Omaha, Ease was recently ranked number 57 in Forbes 2020 list of the top 500 startup employers in America.

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Ease is looking for a Data Analyst to join the growing Customer Support team. As a Data Analyst for the Customer Support organization you will play a key part in building the operational and analytical infrastructure needed to scale the organization. Aside from business process improvements and analytical reporting, the Data Analyst will also help drive our Customer Support strategy for continued growth and efficiency.

The ideal candidate should be deeply analytical, have a strong business acumen, be highly motivated and have excellent presentation skills.  This is a high-visibility role that will collaborate with multiple departments and leaders throughout the organization.  As a Data Analyst you will build dashboards and reports that allow us to visualize performance and trends in order to serve our customers more effectively.  You will also analyze our huge datasets to help our team improve the quality of our products and services.

Responsibilities

• Responsible for producing all reports in a fast-paced, ever changing, and growing customer support environment
• Developing and building visualizations, dashboards, and reports within Zendesk and other tools
• KPI reporting and monitoring
• Development of presentations 
• Analyze reports and trends and make data driven recommendations on how to improve the business
• Responsible for maintaining our Workforce Management platform
• Work closely and collaborate with senior management within the Customer Support team
• Help develop our QA program
• Prioritize between multiple planned analytics projects and ad-hoc data requests for our internal stakeholders
• Other duties as assigned

Experience / Skills desired

• 3+ years of experience working with a Customer Support/Service team
• Experience in a high-growth, fast-paced B2B SaaS environment and solid understanding of customer service metrics/KPIs
• Bachelor’s degree in Mathematics, Computer Science, Statistics or similar technical field
• Experience in a data analyst role
• Zendesk experience a plus
• Excellent Google Suite skills (especially Google Sheets) with the ability to learn other analytical tools
• Technical writing experience in relevant areas, including queries, reports, and presentations
• A strong self-starter entrepreneurial attitude with the ability to exercise judgment to solve complex and ambiguous problems without direct supervision
• Data driven with strong analytical, problem solving and interpersonal skills
• Knowledge of Workforce Management in a call center environment 
• Healthcare benefits knowledge is a plus

Must have proof of legal authority to work in the U.S.

 

Ease is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.