Customer Support Lead – Systems & Analytics

This is a fully remote position, open to applicants in California, +2 more states.

📋 Description

• Consolidated reporting and analytics: Proactively create and manage reports and dashboards that provide the Customer Support (CS) organization with clear insights into essential performance metrics, trends, and performance across various channels, teams, and projects.

• Configuration of CS systems and data governance: Collaborate closely with systems administrators to advise on the structural setup of our Zendesk instance across customer-facing teams, ensuring it is configured to produce clean, consistent, and reliable data while maintaining secure systems and efficient workflows.

• Standards for data hygiene: Establish and uphold standards for data capture across CS systems to ensure reporting is accurate, trustworthy, and reproducible.

• Oversight of AI automation data: Track and analyze data from our AI chatbot to ensure it is monitored in a manner that facilitates quality reviews and decision-making within the CS organization.

• Actionable insights: Convert raw data and reporting into straightforward recommendations that assist CS leadership in making decisions regarding resourcing, tooling, process enhancements, and strategy.

• Support for stakeholders: Collaborate with cross-functional partners in areas such as Product, Data, and Strategic Finance to comprehend their data needs and deliver reporting that aligns with their objectives.

• Evaluation of systems: Analyze the data capabilities of both existing and new CS tools, providing recommendations on how to enhance our systems stack for improved reporting results.

• Documentation of processes: Record data structures, reporting methodologies, and system configurations to ensure institutional knowledge is preserved and accessible throughout the team.

⛳️ Requirements

• 5-8 years of experience in a data analyst, business intelligence, or systems analyst position, preferably in a customer support or operations setting.

• Practical experience with Zendesk administration and configuration, including views, fields, triggers, and reporting, as well as utilizing Zendesk Analytics to create reports and dashboards.

• Proficiency in SQL and experience with data and BI tools such as Omni, Metabase, or similar platforms.

• Strong analytical skills with the capacity to convert complex datasets into clear, actionable insights.

• Experience in developing and maintaining dashboards and reports for non-technical stakeholders.

• In-depth understanding of data hygiene principles and the impact of system configuration on data quality.

• Exceptional communication skills, with the ability to clearly present data findings to stakeholders at all levels.

• A collaborative mindset with experience in cross-functional teamwork across Operations, Product, and Engineering teams.

🏝️ Benefits

• Competitive base salary

• Equity options (stock options/RSUs)