Sr. Analyst, Customer Support

About the role

The Sr. Analyst, Customer Support serves as the dedicated analytics partner to the Customer Support organization within CX Operations. This role is responsible for transforming operational data into metrics, insights, and narratives that drive decisions across 17 software products.

Responsibilities

• Own the weekly reporting cadence for the Head of Customer Support and ops leadership—on time, every time
• Own the Customer Support section of the monthly ops reporting pack presented to the ELT
• Translate business requirements into clear dashboard specifications for the Power BI engineering team
• Ensure accuracy and reliability of all Customer Support reporting outputs—serving as the quality gate for all deliverables
• Interpret dashboard data and surface the narrative behind the numbers for functional leaders
• Monitor SLA attainment, ticket volume trends, CSAT, first contact resolution, and time-to-resolve across all products
• Proactively flag anomalies and emerging trends before they become escalations
• Conduct deep-dive analyses when metrics move unexpectedly or when root cause understanding is needed
• Support workforce planning and capacity tracking for the Support function
• Partner with the Head of Customer Support to define and maintain core metric definitions and targets
• Maintain documentation for data sources, metric logic, and reporting processes
• Serve as the business-side owner of Support data—partnering with engineering on data quality in Zendesk and Salesforce
• Cross-Functional Partnership: Act as the primary liaison between Customer Support leadership and the Power BI engineering team
• Coordinate dashboard requirements, prioritization, and iteration cycles with the engineering team
• Collaborate with Finance, RevOps, and the peer analyst as needed to align on shared definitions and reporting

Requirements

• 4–6 years in an analytics, reporting, or business analyst role supporting Customer Support, CX, or operations
• Solid SQL skills—ability to pull and manipulate data independently across multiple source systems
• Comfort working with and interpreting Power BI dashboards, including the ability to write clear specifications for what needs to be built
• Hands-on experience with Zendesk or Salesforce Service Cloud data
• Strong ability to translate data into a clear narrative—understanding what the numbers mean, not just what they are
• Exceptional attention to detail and commitment to reporting accuracy—day-to-day reliability is non-negotiable in this role
• Clear written and verbal communication skills, with the ability to present findings to operational leaders without jargon
• Experience in or strong familiarity with SaaS environments and support operations concepts (tiered support models, SLA structures, CSAT methodology)
• Experience writing dashboard or reporting requirements for a BI or engineering team (preferred)
• Experience contributing to ELT or board-level reporting packs (preferred)

Qualifications

• Experience in or strong familiarity with SaaS environments and support operations concepts (tiered support models, SLA structures, CSAT methodology)
• Experience writing dashboard or reporting requirements for a BI or engineering team (preferred)
• Experience contributing to ELT or board-level reporting packs (preferred)

Skills

• SQL
• Power BI
• Zendesk
• Salesforce Service Cloud

Benefits

• Medical, dental, and vision insurance options
• 100% Employer paid short/long term disability
• 100% employer-paid Basic Life and AD&D insurance
• 401(k) retirement plan with a 100% company match up to 4%
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company paid holidays
• 12 weeks paid parental leave

Pay

Competitive salary commensurate with experience

Schedule

Hybrid, Remote