Description:

As a Customer Support Analyst, you will analyze support data primarily through tickets and user feedback to understand issues and insights.
You will enhance decision-making and improve the overall user experience by working closely with cross-functional teams.
The role requires uncovering root causes of customer support challenges and opportunities.
The ideal candidate should be a self-starter who thrives in fast-paced and ever-changing environments.
A customer-centric mindset with a strong advocacy for customer needs is essential.
You should have an entrepreneurial and proactive approach to problem-solving.
The position involves leveraging the latest technologies, including AI, to enhance customer support operations.
Responsibilities include data collection and analysis, reporting and insights, tracking performance metrics, analyzing customer insights, collaboration with stakeholders, leveraging technology, process improvement, and project support.

Requirements:

A minimum of 2 years of experience in an analytical or reporting role in Customer Support or Customer Operations within a digital consumer industry is required.
Proficiency in using data analytics tools including SQL, Databricks, and creating dashboards is necessary.
At least 1 year of experience presenting data to diverse stakeholders is required.
Strong working knowledge of MS Excel and/or Google Sheets is essential.
A Bachelor's degree (BA/BS) is required.
The candidate must be detail-oriented with strong analytical, critical thinking, and problem-solving skills.
Strong verbal and written communication skills are necessary to translate data into clear, actionable insights.
The ability to work independently, manage multiple tasks, prioritize effectively, and meet deadlines in a fast-paced environment is essential.
Experience with Jira for project management is a plus.
Experience with Zendesk or similar customer service tools is highly preferred.
Experience with subscription-based business models is a plus.
Experience working with BPOs in an outsourced environment is a nice to have.

The position offers a competitive salary range based on geographic location and market benchmarks.
In California, the salary range is between $57,000 to $92,500.
Outside of California in the United States, the salary range is between $47,000 to $88,000.
In Canada, the salary range is between $59,000 CAD to $87,500 CAD.
The compensation package includes competitive equity ownership.
A comprehensive and generous benefits package is also provided.