Lead Data Analyst, Customer Support
Core
Lead Data Analyst partnering with Customer Support to drive data-driven decisions, measure automation/AI impact, and manage cost to serve and team capacity.
Role type
Senior IC data analyst (customer support & operations)
Builds
Customer support metric tree, data models, pipelines, and analytical narratives for CS Operations, Product, and WFM.
Domain
Fintech / Customer Support Operations / AI & Automation
Deliverable
production ML models | dashboards & analysis
Required skills
SQL, dbt, complex data modeling, causal analysis, statistics/mathematics background, data visualization (Looker/PowerBI/Tableau), capacity planning/forecasting
Preferred skills
Customer support/ops analytics, AI/LLM application, Python
Responsibilities
Own key areas of the CS metric tree (contact rate, CSAT, cost per contact); measure AI agent, self-serve, and deflection impact; monitor automation quality and calibration; support capacity planning and forecasting with WFM; build and maintain high-quality data models and pipelines; communicate insights to drive real change.
Seniority
Senior, hands-on IC
