Customer Support Analyst

September 25

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ebooks • publishing • subscription service • books • literary community

201 - 500 employees

Founded 2007

🛍️ eCommerce

📱 Media

☁️ SaaS

💰 $58M Private Equity Round on 2019-11

Description

• As a Customer Support Analyst, you will analyze support data to enhance user experience. • Work closely with cross-functional teams to understand customer support challenges. • Ideal candidate thrives in fast-paced environments and advocates for customer journey improvements. • Gather, analyze, interpret data to provide insights on customer support data and trends. • Create reports summarizing data findings and actionable recommendations to drive business decisions. • Track and analyze key performance metrics such as response times and customer satisfaction scores. • Analyze customer feedback to determine satisfaction and loyalty drivers. • Collaborate across Customer Support, Product, and User Research. • Utilize AI and automation tools to enhance support operations and efficiency. • Identify opportunities for process improvements through data analysis. • Document and communicate business requirements for projects and process changes.

Requirements

• 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 • 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

Benefits

• Competitive equity ownership • Comprehensive and generous benefits package