Data Analyst

Role Description

UST is seeking a Data Analyst Lead I - Data Science to join our team. This role requires 3-6 years of relevant experience in support operations, analytics, or customer experience roles. Key responsibilities include analyzing support and vendor data, identifying trends, anomalies, and root causes, and creating predictive insights.

Responsibilities

• Analyze support and vendor data to identify trends, anomalies, and root causes.
• Move from descriptive reporting to predictive insights (e.g., volume spikes, CSAT drops).
• Create and maintain structured knowledge base (KB) documentation using KCS practices.
• Use AI tools to draft, refine, and personalize customer responses and documentation.
• Collaborate with product and operational teams to proactively surface risks and recommendations.

Requirements

• Experience range: 6 Years
• Analytics & Data: Strong analytical skills with ability to distinguish correlation vs. causation.
• Experience analyzing support/customer data and identifying actionable patterns.
• Excel: Hands-on experience with Pivot Tables, filters, and VLOOKUP. Ability to merge datasets and create clear performance dashboards.
• Advanced Excel skills: XLOOKUP, Power Query, macros.
• CRM & Support Operations: Experience working in CRMs (Zendesk, Salesforce Service Cloud, Freshdesk, or similar). Understanding of ticket lifecycle, routing, and SLAs (First Response vs. Resolution Time).
• Writing & Documentation: Strong written communication skills. Ability to document step by step troubleshooting and support procedures.
• AI Literacy: Experience using AI tools (e.g., ChatGPT, Gemini) to draft responses or documents. Ability to review AI output for accuracy, tone, and completeness. Prompt engineering for near zero click resolutions. Prompt versioning, evaluation, and output quality benchmarking.

Qualifications

• Nice to Have Skills: Advanced Analytics & Automation Experience predicting support volume spikes and operational risks. CRM & Workflow Automation Experience setting up CRM workflows, triggers, or automation. Using CRM data to influence business or product decisions. Tools & Platforms: Airtable (relational data modeling, Builder certification). Google Sheets automations and cross functional collaboration workflows. Writing & Knowledge Management: KCS certification and brand voice consistency. Ability to anticipate edge cases beyond standard support flows.

Benefits

• Paid Vacation: Minimum of 10 days per year.
• Paid Sick Leave: 6 days per year (pro-rated for new hires).
• Paid Holidays: 10 days.
• Bereavement Leave: Eligible.
• Jury Duty: Eligible.
• Retirement Plan: Employer matching.
• Medical, Dental, Vision Insurance: Eligible.
• Short- and Long-Term Disability Benefits: Eligible.
• Health Savings Account (HSA): Eligible.
• Flexible Spending Account (FSA): Eligible.

Pay

Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.

Schedule

Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty.

Benefits

• Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).
• Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).
• Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).

Equal Employment Opportunity Statement

UST is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and “fair chance” ordinances.