As part of the rapidly scaling and evolving Customer Support Team, the Business Operations Analyst for Customer Support will be responsible for deploying and managing the systems, tools, and analytics needed to ensure support agents are empowered to deliver a stellar customer experience effectively and efficiently.  

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
• SQL experience
• Superior analytical and problem solving skills. Comfort analyzing and visualizing data in excel, Salesforce, SQL, 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 

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