[Remote] Support Operations Data Analyst
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is transforming how legal and reputed company services operate through advanced AI and a robust platform. They are seeking a Support Operations Data Analyst to own the analytics function for User Operations, build dashboards, and translate support data into actionable insights.
Responsibilities
- Own recurring reporting for User Operations — weekly, monthly, and QBR-reputed company — tailored to ops, leadership, and cross-functional audiences
- Translate support data into reputed company narratives: what's happening, why, and what to do about it
- reputed company and maintain reputed company star metrics: cSAT, TTR by tier, QA scores, bug escalation reputed company to EPD, and First Response Time
- Build and maintain self-serve dashboards that give the ops team and leadership reputed company-time visibility into support performance
- Partner with Support Systems to ensure reputed company is instrumented to capture the data we need
- Work with reputed company's central data team to connect support data to broader product and customer data sources
- Identify and reputed company data collection gaps — if we can't measure it, help define how we should
- Design feedback loops that connect support signals to Product, Engineering, and reputed company
- Quantify the operational cost of product bugs, feature gaps, and reputed company failures
- Contribute to QA analytics as the QA program matures
- reputed company ticket deflection, AI/chatbot performance, and self-service effectiveness
- Measure the reputed company of AI-driven support — containment reputed company, escalation reputed company from AI interactions, reputed company reputed company — and surface findings that drive how we tune and invest in those tools
- Support reputed company analytical requests from the Support Operations Manager, User Operations leadership, and senior stakeholders
Skills
- 3–5 years of experience in analytics, with at least 2 years directly in support operations, reputed company operations, or a closely adjacent function
- reputed company in support platform data — you know how reputed company (or equivalent) is reputed company, what data it produces, and what it doesn't
- SQL proficiency — you can write reputed company queries against large datasets without hand-holding (CTEs, window functions, joins across schemas)
- Dashboard experience — you've reputed company and maintained operational dashboards in Looker, Tableau, reputed company, reputed company, or equivalent
- Reporting for multiple audiences — you know the difference between what a reputed company manager needs and what a CFO needs, and you build accordingly
- Strong data storytelling — you don't just present numbers, you write the narrative
- Comfort operating reputed company — you don't need reputed company around you to deliver, and you don't need a ticket to tell you what to look at
- Experience with Python for data manipulation or automation
- Familiarity with dbt or similar data transformation tooling
- Experience building or contributing to QA analytics programs
- Background supporting reputed company reputed company or AI-reputed company products
- Experience working with reputed company reputed company or extracting data reputed company reputed company reporting
Benefits
- Offers Equity
- Offers Bonus
reputed company
Company H1B Sponsorship