Scribd, Inc. · 19 hours ago
Senior Customer Operations Data Analyst
San Francisco, CA
Full-time
Hybrid
Mid, Senior Level
3+ years expScribd Inc. is dedicated to sparking human curiosity through its diverse range of products. The Senior Customer Operations Data Analyst will analyze support data to enhance decision-making and improve user experience, working closely with cross-functional teams to uncover insights and drive analytics within the Customer Support department.
AudiobooksBooksEBooksFile SharingNewsPodcastPublishing
Responsibilities
Gather, analyze, and interpret data to provide insights on customer support data and trends
Create pipelines for the collection and processing of new data from customer support sources
Create comprehensive reports in Databricks, Looker, Google Sheets, Zendesk, and/or similar tools to monitor key metrics
Evaluate the effectiveness and performance of Customer Support goals, initiatives, and projects
Conduct in-depth analyses of performance, measuring KPIs such as service level achievement, customer effort & satisfaction, and user retention
Analyze customer feedback and behavior patterns in response to product changes and on an ongoing basis
Forecast contact volumes and capacity needs
Collaboratively manage the Customer Support’s data analysis roadmap with leadership
Work cross-functionally with stakeholders across Customer Support, Data & Analytics, Product, Engineering, and User Research
Use AI and BI to enhance customer support operations and increase efficiency
Develop and maintain dashboards and reports and own communication of critical marketing metrics and campaign performance to team leads and executive stakeholders
Provide actionable insights to stakeholders through data analysis, and identify opportunities for improvements operational efficiency
Stay informed about the latest Customer Support trends, analytics tools, and methodologies to continuously improve performance and methodologies
Understand, document, and communicate business requirements for projects and process changes
Qualification
Required
3+ years of experience in an analytical or reporting role in Customer Support or Customer Operations within a digital consumer industry, with a strong focus on working autonomously to solve problems
Proficient in using data analytics tools including SQL, Python, Databricks, Looker, and Zendesk Explore (or similar BI tools)
Strong working knowledge of MS Excel and/or Google Sheets
A Bachelor's or Master's degree in a quantitative field (e.g., Statistics, Mathematics, Economics, or Computer Science)
Solid knowledge of statistical concepts, including experimental design, hypothesis testing, regression analysis, and forecasting
Exceptional communication and presentation skills, with the ability to translate complex data into clear, actionable recommendations for technical and non-technical stakeholders
A passion for analyzing user behavior and proven ability to combine product-level and CS data with customer-level data to understand key drivers of performance
Experience with agile workflows and collaboration across product, research, and operations teams
Detail-oriented with strong analytical, critical thinking, and problem-solving skills
Ability to work independently, manage multiple tasks, prioritize effectively, and meet deadlines in a fast-paced environment
Preferred
Understanding of measurement methodologies and reporting capabilities in ad platforms like Google Ads and Meta Ads a plus
Experience working with BPOs in an outsourced environment is a nice to have
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 & Development allowance
Learning & Development programs
Quarterly stipend for Wellness, WiFi, etc.
Mental Health support & resources
Free subscription to the Scribd Inc. suite of products
Referral Bonuses
Book Benefit
Sabbaticals
Company-wide events
Team engagement budgets
Vacation & Personal Days
Paid Holidays (+ winter break)
Flexible Sick Time
Volunteer Day
Company-wide Employee Resource Groups and programs that foster an inclusive and diverse workplace.
Access to AI Tools: We provide free access to best-in-class AI tools, empowering you to boost productivity, streamline workflows, and accelerate bold innovation.
Company
Scribd, Inc.
We're on a mission to spark human curiosity.
201-500 employees
H1B Sponsorship
Scribd, Inc. 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 (5)
2024 (2)
2023 (8)
2022 (3)
2021 (12)
2020 (15)
Funding
Current Stage
Late StageTotal Funding
$106.75MKey Investors
Spectrum EquityKhosla VenturesMLC Australia,SVB Capital
2019-11-25Series E· $58M
2015-01-02Series D· $23M
2011-01-18Series C· $12M
Leadership Team
Tony Grimminck
Chief Executive Officer
Adrian Lienhard
VP, Infrastructure Engineering
Recent News
2026-01-05
TechCrunch
2025-12-11
Company data provided by crunchbase