Customer Support Systems & Analytics Lead

Key Responsibilities

• Build and maintain reports and dashboards for visibility into key performance metrics, trends, and performance across channels, teams, and projects (internal Support team to BPO partners).
• Advise on structural setup of Zendesk instance across customer-facing teams to generate clean, consistent, reliable data while maintaining secure systems and efficient workflows.
• Define and enforce standards for data capture across CS systems to ensure accurate, trustworthy, and reproducible reporting.
• Monitor and analyze data from AI chatbot to support quality reviews and decision-making.
• Translate raw data and reporting into clear recommendations for CS leadership on resourcing, tooling, process improvements, and strategy.
• Partner with cross-functional partners (Product, Data, Strategic Finance) to understand data needs and deliver supporting reporting.
• Assess data capabilities of existing and new CS tools; recommend optimizations to systems stack for better reporting.
• Document data structures, reporting methodologies, and system configurations for institutional knowledge.

Requirements

• 5-8 years of experience in a data analyst, business intelligence, or systems analyst role, ideally within customer support or operations.
• Hands-on experience with Zendesk administration and configuration (views, fields, triggers, reporting) and using Zendesk Analytics to build reports and dashboards.
• Fluency in SQL and experience with data and BI tools such as Omni, Metabase, or similar.
• Strong analytical thinking to turn complex datasets into clear, actionable insights.
• Experience building and maintaining dashboards and reports for non-technical stakeholders.
• Deep understanding of data hygiene principles and how system configuration impacts data quality.
• Excellent communication skills to present data findings clearly to stakeholders at all levels.
• Collaborative mindset with cross-functional experience across Operations, Product, and Engineering.

Nice-to-Haves

• Experience working with AI chatbot or conversational analytics platforms.
• Familiarity with other CS tools such as Intercom, Guru, or Rippit (formerly MaestroQA).
• Experience in a high-growth SaaS or fintech environment.
• Background in supporting data-driven workforce planning or CS strategy initiatives.

Compensation

Target new hire base salary ranges:

• US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $154200 - $192800
• US employees outside of those areas: $138800 - $173500
• Canadian employees (any location): CAD $145800 - $182200

Total rewards include base salary, equity (stock options/RSUs), and benefits. Offers based on experience, expertise, location, and internal pay equity.