Data Analyst, Customer Operations

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 and About You: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 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