Auctane · 4 hours ago
Data Analyst - Support Operations
Austin, TX
Full-time
Hybrid
Entry, Mid Level
2+ years expAuctane is a company dedicated to helping businesses with their mailing and shipping needs. They are seeking a Data Analyst who will be responsible for ensuring data integrity and accuracy in operational reporting, while also supporting AI-driven initiatives within the Support Operations team.
E-CommerceLogisticsSoftware
Responsibilities
Write and optimize complex SQL queries to extract, join, and transform support and workforce-related datasets
Conduct rigorous data validation to ensure accuracy and consistency across reporting tools, dashboards, and source systems
Develop innovative solutions to resolve data issues
Own the data layer powering all WFM reporting—adherence, staffing, scheduling, productivity, and real-time performance
Build dashboards and deliver insights on AI-powered support performance, including deflection rates, containment, and resolution quality
Track and analyze customer interaction trends across support channels, including AI-assisted and automated workflows
Present clear and precise information regarding the state of the business
Collaborate with BI and engineering to correct logic errors, improve data structure, and ensure reporting reliability
Partner with stakeholders to define key metrics and performance indicators related to both agent and AI-driven support
Document data definitions, logic, and processes to maintain clarity and consistency across systems
Qualification
Required
2+ years of experience in a data analyst role with a strong command of SQL (window functions, CTEs, aggregation, optimization)
2+ years of experience with Looker or equivalent database systems
Proven experience validating large datasets across multiple systems and resolving discrepancies
Familiarity with support platforms (Zendesk, Assembled, Zoom Phone) and common support metrics (CSAT, SLA, AHT, deflection, etc.)
Strong understanding of AI and automation in support, and how to measure impact (containment, escalation, satisfaction)
Experience building clean, usable dashboards in Looker, Tableau, or similar BI tools
Strong communication skills—you can confidently explain query logic and discrepancies to both technical and non-technical partners
Highly detail-oriented, with a relentless commitment to data accuracy and reporting reliability
Preferred
Experience supporting or scaling AI/automation efforts in support operations
Familiarity with analyzing performance of chatbots, virtual agents, or AI deflection flows
Experience working alongside a WFM or Support Ops team
Knowledge of modern data stacks (BigQuery, dbt, Airflow)
Ability to spot inefficiencies in data structure or processes and propose scalable, data-informed solutions
Benefits
Flex Time Off policy
12 paid holidays for all of our US employees
401k employer matching program
Annual merit reviews
Company events
Attractive office space in the heart of central Austin, Texas (free drinks, snacks)
Weekly catered lunches at our office
Health and Wellness: medical, dental, and vision plans
Fitness center in the office with Tonal Mirrors, Pelotons, free weights, etc.
Employee Assistance Program: up to 8 free mental health sessions
Gym discounts
Education reimbursement
Employee Referral Program
An inclusive, casual and upbeat work environment
Company
Auctane
Auctane is a team of shipping and software experts with a passion for helping merchants fulfill their most audacious dreams.
1001-5000 employees
H1B Sponsorship
Auctane has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (8)
2024 (10)
2023 (18)
2022 (10)
2021 (4)
2020 (3)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Blackstone Credit
2021-10-01Acquired
2021-07-01Debt Financing
Leadership Team
Albert Ko
Chief Executive Officer
Nick Ciubotariu
Chief Technology Officer
Recent News
2025-11-27
2025-10-23
Company data provided by crunchbase