Data Analyst, User Operations
Data Analyst embedded in Product & Engineering to own support reporting, dashboards, and Voice of Customer analysis that drives product and operational decisions.
About the job
What you'll do
- Build and own the reporting layer for Support: ticket volume, SLA attainment, resolution times, help center performance, CSAT/CES/sentiment, and capacity utilization across regions and tiers
- Partner with Support leadership to turn open questions into analysis that drives decisions
- Maintain the multi-signal model behind bug and issue prioritization, weighting frequency, breadth, support cost, and sentiment
- Design dashboards for two audiences: internal operational views for managers, and customer-facing views for enterprise accounts
- Own data quality, governance, and reliability across Support data products
- Surface Voice of Customer trends to Product, Engineering, and GTM
You may be a fit if
- You have 5+ years of experience in data analytics, analytics engineering, or a similar role
- You have strong SQL skills and you're comfortable building models and transformations (dbt or equivalent)
- You've built reporting and dashboards in production that people actually depend on
- You can take a vague operational question and turn it into the right analysis without a playbook
- You communicate clearly with both technical and non-technical stakeholders
- You're self-directed and comfortable owning ambiguous problems end to end
Skills
SQL, dbt, Data Analytics, Dashboarding, Data Modeling, Data Quality, Reporting, Analytics Engineering
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