Senior Customer Operations Data Analyst

📋 Description

• Analyze support data (tickets and feedback) to derive insights.
• Collaborate cross-functionally to uncover root causes of customer support challenges.
• Build dashboards for SLA, QA, contact rate, and satisfaction.
• Drive data driven improvements to the customer journey and decision making.
• Shape the analytics roadmap for Customer Support with leadership.
• Mentor peers and contribute hands-on data work across Customer Support.

🎯 Requirements

• 3+ years in analytical or reporting role in Customer Support/Operations within a digital consumer industry.
• Proficient in SQL, Python, Databricks, Looker, and Zendesk Explore.
• Strong MS Excel and/or Google Sheets skills.
• Bachelor’s or Master’s degree in a quantitative field (Statistics, Mathematics, Economics, or Computer Science).
• Solid knowledge of statistics: experimental design, hypothesis testing, regression, forecasting.
• Exceptional communication and presentation skills; translate data into actionable recommendations.
• Experience with agile workflows and cross-functional collaboration across product, research, and operations.

🎁 Benefits

• Healthcare insurance coverage (Medical/Dental/Vision): 100% paid for employees.
• 12 weeks paid parental leave.
• Short-term/long-term disability plans.
• 401k/RSP matching.
• Onboarding stipend for home office peripherals + accessories.
• Learning and Development allowance and programs.
• Quarterly wellness, WiFi, and mental health resources.