Data Analyst - Customer Support

Role overview As the first dedicated data analyst for customer support, you will help a growing operations team understand why customers make contact and where changes can improve outcomes. You will build a dependable support metrics and reporting practice, assess the results of self-service and AI automation, and turn analysis into priorities for operations, product, payments, and risk teams.

Responsibilities - Track support volume, backlog, service levels, and customer satisfaction, flagging unusual changes early. - Analyze contact reasons by product to identify recurring issues and emerging trends. - Produce regular performance reports with practical recommendations for operations managers. - Measure how well bots, AI tools, and help content resolve issues, including repeat contacts and customer satisfaction. - Review quality assessments, feedback, and contact tagging to identify coaching needs, process gaps, and data reliability problems. - Work with product, payments, and risk partners to quantify issue impact, monitor fixes, and inform volume and staffing forecasts. - Define core metrics such as repeat contact, automated deflection, and cost per contact, and publish reports with useful decision thresholds.

Requirements - At least 3 years of data analysis experience in customer support, contact center, or customer experience settings. - Strong SQL skills and experience with a business intelligence or reporting tool such as QuickSight, Power BI, or Looker. - Familiarity with support metrics and contact-driver analysis, including CSAT, first-contact resolution, handling time, repeat contacts, and deflection. - Ability to translate analysis into operational changes with nontechnical partners. - Clear written and spoken English, and curiosity about the causes of customer issues and how to prevent them.

Nice to have - Python or text analysis of support tickets; experience with support CRM data; forecasting; evaluating chatbots or AI agents; or experience in gaming or digital goods.

Benefits and work setup The role offers an employee stock option opportunity, bonus programs, additional paid leave, a learning budget, paid volunteering, and support for professional growth. Work location may be an office, remote, or a work-and-travel arrangement.