Senior Customer Operations Data Analyst

Scribd•San Francisco, CA

About The Position

As a Senior Customer Operations Data Analyst, you will play a pivotal role in analyzing support data (primarily through tickets and user feedback) to understand issues and insights, enhance decision-making, and improve the overall user experience. You will work closely with cross-functional teams to uncover root causes of customer support challenges and opportunities. The ideal candidate is a self-starter who thrives in fast-paced and ever-changing environments. You should be a passionate advocate for improving the customer journey through data-driven insights. As Scribd’s first formal analytics hire for the Customer Support team, this is a unique opportunity to shape and drive the analytics function within the department. You will be responsible for gathering, synthesizing, and improving insights across all functions of Customer Support. This includes collaborating with and mentoring peers, as well as hands-on work to collect and analyze data related to key metrics such as Service Level Agreements (SLAs), Quality Assurance (QA), contact rate, customer support satisfaction, refunds, churn, and cost-to-support. You will play a pivotal role in ensuring that data-driven insights are used to enhance decision-making and improve the overall user experience.

Requirements

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

Nice To Haves

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

Responsibilities

Data Collection, Synthesis, and Analysis: 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.
Reporting & Insights: Create comprehensive reports in Databricks, Looker, Google Sheets, Zendesk, and/or similar tools to monitor key metrics.
Performance 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.
Customer Insights: Analyze customer feedback and behavior patterns in response to product changes and on an ongoing basis.
Forecasting: Forecast contact volumes and capacity needs.
Roadmapping: Collaboratively manage the Customer Support’s data analysis roadmap with leadership.
Collaboration: Work cross-functionally with stakeholders across Customer Support, Data & Analytics, Product, Engineering, and User Research.
Leveraging Technology: 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.
Process Improvement: 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.
Project Support: Understand, document, and communicate business requirements for projects and process changes.

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.