Scribd
Scribd is a digital document library offering access to over 195 million documents across various topics and niches. It serves as a platform for users to discover, upload, and share a diverse array of content, including academic papers, legal documents, manuals, and more. Through a subscription, users can enjoy an ad-free experience and have the ability to download documents for offline use. Scribd also includes access to Everand, which provides millions of ebooks, audiobooks, podcasts, magazines, and sheet music. Additionally, SlideShare within Scribd allows access to millions of community-uploaded presentations and professional documents. With its comprehensive library, Scribd caters to those seeking specialized knowledge and inspiration in nearly every field.
ebooks • publishing • subscription service • books • literary community
Customer Support Analyst
September 25, 2024
🇺🇸 United States – Remote
💵 $47k - $92k / year
⏰ Full Time
🟢 Junior
📞 Support Engineer
🦅 H1B Visa Sponsor
Scribd
Scribd is a digital document library offering access to over 195 million documents across various topics and niches. It serves as a platform for users to discover, upload, and share a diverse array of content, including academic papers, legal documents, manuals, and more. Through a subscription, users can enjoy an ad-free experience and have the ability to download documents for offline use. Scribd also includes access to Everand, which provides millions of ebooks, audiobooks, podcasts, magazines, and sheet music. Additionally, SlideShare within Scribd allows access to millions of community-uploaded presentations and professional documents. With its comprehensive library, Scribd caters to those seeking specialized knowledge and inspiration in nearly every field.
ebooks • publishing • subscription service • books • literary community
📋 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
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