200+ applicants

Company

Scribd, Inc. · 10 hours ago

Data Analyst, Customer Operations

United States

Full-time

Remote

Entry, Mid Level

$57K/yr - $92K/yr

2+ years exp

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Responsibilities

Data Collection & Analysis: Gather, analyze, and interpret data to provide insights on customer support data and trends

Reporting & Insights: Create comprehensive reports summarizing data, findings and actionable recommendations to drive business decisions. Build and maintain dashboards in Zendesk, Looker, Google Sheets and/or similar tools to monitor key metrics.

Performance Metrics: Track and analyze key performance metrics such as response times, resolution rates, and customer satisfaction scores, comparing them against business goals and industry standards.

Customer Insights: Analyze customer feedback and behavior patterns in customer support data to understand drivers of customer satisfaction and loyalty.

Collaboration: Work cross-functionally with stakeholders across Customer Support, Product, and User Research

Leveraging Technology: Utilize the latest tools and technologies, including AI and automation, to enhance customer support operations and increase efficiency.

Process Improvement: Through data analysis, identify opportunities for process improvement projects to improve operational efficiency and execution.

Project Support: Ability to understand, document, and communicate business requirements for projects and process changes

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Data AnalysisSQLDashboard CreationJiraZendeskGoogle SheetsMS ExcelAI TechnologiesCustomer SupportSubscription ModelsBPO Experience

Required

Minimum 2 years of experience in an analytical or reporting role in Customer Support or Customer Operations within a digital consumer industry

Proficient in using data analytics tools including SQL, Databricks, and creating dashboards

At least 1 year of experience presenting data to diverse stakeholders

Strong working knowledge of MS Excel and/or Google Sheets

Bachelor's degree (BA/BS) required

Detail-oriented with strong analytical, critical thinking, and problem-solving skills

Strong verbal and written communication skills, capable of translating data into clear, actionable insights

Ability to work independently, manage multiple tasks, prioritize effectively, and meet deadlines in a fast-paced environment

Preferred

Experience with Jira for project management

Experience with Zendesk or similar customer service tools

Experience with subscription-based business models

Experience working with BPOs in an outsourced environment

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

Tuition Reimbursement

Learning & Development programs

Quarterly stipend for Wellness, Connectivity & Comfort

Mental Health support & resources

Free subscription to Scribd + gift memberships for friends & family

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 Diversity, Equity, & Inclusion programs

Company

Scribd, Inc.

Glassdoor

2.6

Scribd, Inc. makes knowledge and information accessible to everyone across three unique products: Everand™, Scribd®, and SlideShare®.

Founded in 2007

San Francisco, California, USA

201-500 employees

http://www.scribd.com

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

2023 (8)

2022 (3)

2021 (5)

2020 (20)