Analytics Engineer, Customer Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and uphold dbt data models for support data, encompassing ticketing, KYC, withdrawals, and market resolution processes.

• Consolidate data from various sources such as Decagon, BPO partners, CRM platforms, and WFM tools into the cloud data warehouse.

• Create data quality tests, along with monitoring and documentation, to ensure the team can rely on the information they are reviewing.

• Establish standardized metrics and dimensions within the semantic layer to ensure consistency in calculations across CX, operations, and leadership.

• Design dashboards and self-service datasets that empower CX team members to address operational inquiries without waiting for data requests.

• Detect recurring failure patterns in support data and convert them into documented insights for the CX playbook and internal stakeholders.

• Collaborate with the central data engineering team on shared pipelines, infrastructure strategies, and data governance initiatives.

⛳️ Requirements

• Over 5 years of experience in analytics engineering, data engineering, or a related data role.

• Proficient in SQL and possess strong hands-on experience with dbt, including modeling, testing, and documentation.

• Familiarity with cloud data warehouses like Snowflake, BigQuery, or Redshift.

• Experience with data ingestion tools such as Fivetran or Airbyte, along with a working knowledge of Python.

• Solid understanding of data modeling principles and a proven history of developing systems that non-technical teams effectively utilize.

• Skilled in diagnosing complex, multi-variable issues and conveying findings in a clear manner to non-technical stakeholders.

• Proven ability to create or enhance documentation, including data documentation, support playbooks, or process guides.

• Previous experience in roles related to customer support, CRM, or trust and safety data.

• Ability to influence product or policy decisions using data derived from CX or operations.

• Knowledge of on-chain data or cryptocurrency transaction processes.

🏝️ Benefits

• Equity

• Unlimited PTO

• Comprehensive Health, Vision, & Dental coverage

• 401k matching

• Hardware setup: new MacBook Pro, large display, & accessories