Sr Business Analyst

HighLevel

22h • $100,000 - $134,500 • Remote

About The Position

We’re looking for a Senior Business Analyst to join our Revenue Operations team. In this role, you’ll partner closely with the VP of Support and Director of Revenue Operations to provide data-driven insights that enhance the performance and efficiency of our global Support organization.
You’ll play a key role in analyzing trends, interpreting data, building and refining Tableau dashboards, and consulting with leadership on best practices for leveraging analytics to improve business outcomes.
This is a highly cross-functional role that sits at the intersection of data analytics, business strategy, and operational excellence decision making processes.

Requirements

• 5+ years of experience in data analytics, business intelligence, or operations analysis, ideally in a SaaS or customer support environment.
• Must have experience working in or alongside a Support organization within a technology or software company.
• Expertise in Tableau (dashboard creation, optimization, and maintenance).
• Strong SQL skills and familiarity with large datasets and relational databases.
• Ability to interpret complex data and communicate insights to both technical and non-technical audiences.
• Proven ability to collaborate across teams — BI, operations, support, and leadership.
• Solid business acumen and a strong understanding of customer support metrics and drivers.
• General understanding of AI concepts and hands-on comfort with AI productivity tools/workflows; no deep ML expertise required.

Nice To Haves

• Experience with customer support systems (e.g., FreshWorks, Zendesk, Assembled, or similar).
• Familiarity with data warehouses such as Snowflake, Redshift, or BigQuery.
• Experience in a scaling SaaS environment.
• Degree in Business, Analytics, Economics, or a related field (Master’s a plus).

Responsibilities

• Partner with the VP of Support to deliver actionable insights that inform strategic decisions and improve performance.
• Collaborate with the Business Intelligence (BI) team to design, build, and maintain Tableau dashboards that visualize Support performance metrics (CSAT, ticket volume, SLA adherence, handle times, etc.).
• Translate complex datasets into clear narratives and recommendations for Support leadership and front-line managers.
• Gather analytics requirements and ensure dashboards and reports align with evolving business needs.
• Conduct ad hoc and recurring analyses to identify trends, anomalies, and opportunities for operational improvement.
• Act as a consultant to the Support team, advising on data interpretation and best practices for using metrics to drive results.
• Partner with BI and data engineering teams to validate data accuracy and optimize data models.
• Document reporting processes and ensure consistent data governance standards.
• Establish and govern data standards in collaboration with operations leadership to ensure consistent, reliable metrics across teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees