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Remote Customer Support Analyst

Scribd · Remote US Canada, Estados Unidos Da América · Remote

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About the Job and About You:
As a Customer Support 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.

Key Attributes for Success:
• Customer-centric mindset with strong advocacy for customer needs
• Entrepreneurial, proactive approach to problem-solving
• Ability to thrive in a dynamic and fast-paced environment
• Understands how to leverage the latest technologies, including AI, to enhance customer support operations.

Responsibilities:
• Data Collection & Analysis: Gather, analyze, and interpret data to provide insights on customer support data and trends
• Reporting & Insights: Create comprehensive reports summarizing data, findings and actionable recommendations to drive business decisions. Build and maintain dashboards in Zendesk, Looker, Google Sheets and/or similar tools to monitor key metrics.
• Performance Metrics: Track and analyze key performance metrics such as response times, resolution rates, and customer satisfaction scores, comparing them against business goals and industry standards.
• Customer Insights: Analyze customer feedback and behavior patterns in customer support data to understand drivers of customer satisfaction and loyalty.
• Collaboration: Work cross-functionally with stakeholders across Customer Support, Product, and User Research
• Leveraging Technology: Utilize the latest tools and technologies, including AI and automation, to enhance customer support operations and increase efficiency.
• Process Improvement: Through data analysis, identify opportunities for process improvement projects to improve operational efficiency and execution.
• Project Support: Ability to understand, 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 stakeholdersStrong 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 Recruiting form information