Data Analyst User Operations

You will own reporting and analytics for Support. You will build dashboards, analyze ticket, SLA, sentiment, and product data, maintain issue-prioritization models, ensure data quality and governance, and surface customer trends that inform product, engineering, and GTM decisions.

Responsibilities

• Build and own Support reporting for ticket volume, SLAs, resolution times, help-center performance, CSAT, CES, sentiment, and capacity utilization
• Turn operational questions into decision-driving analysis
• Maintain the multi-signal bug and issue prioritization model
• Design internal operational and customer-facing dashboards
• Own data quality, governance, and reliability for Support data products
• Surface Voice of Customer trends to product, engineering, and GTM

Requirements

• 5+ years of data analytics, analytics engineering, or similar experience
• Strong SQL skills
• Experience building models and transformations with dbt or an equivalent tool
• Experience building production reporting and dashboards
• Ability to convert ambiguous operational questions into analysis
• Communication with technical and non-technical stakeholders
• Ability to own ambiguous problems end to end