At Scribd (pronounced “scribbed”), our mission is to spark human curiosity. Join our team as we create a world of stories and knowledge, democratize the exchange of ideas and information, and empower collective expertise through our three products: Everand, Scribd, and Slideshare.
We support a culture where our employees can be real and be bold; where we debate and commit as we embrace plot twists; and where every employee is empowered to take action as we prioritize the customer.
Our flexible work benefit - Scribd Flex - enables employees, in partnership with their manager, to choose the daily work-style that best suits their individual needs. As an organization, we prioritize collaboration and intentional in-person moments to build culture and connection. For this reason, occasional in-person attendance is required for all Scribd employees, regardless of their location.
About the Job:
As a Data Analyst on the Customer Support Team, 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 stakeholders
- Strong 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
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