Support Operations Data Analyst
Core
Own the analytics function for User Operations, building dashboards and reports to track support metrics (cSAT, TTR, QA scores) and drive feedback loops to Product and Engineering.
Role type
Support Operations Data Analyst
Builds
Self-serve dashboards, recurring operational reports, and feedback loops connecting support data to product decisions.
Domain
SaaS / Customer Support / AI-native products
Deliverable
dashboards & analysis
Required skills
Support analytics, SQL (complex queries, CTEs, window functions), Dashboard tools (Looker, Tableau, Sigma, Omni), Data storytelling, Zendesk data fluency, Solo ownership
Preferred skills
Python for data manipulation, dbt, QA analytics programs, Zendesk APIs, Enterprise SaaS or AI-native product experience
Technologies
SQL, Looker, Tableau, Sigma, Omni, Zendesk, Python, dbt
Responsibilities
Own recurring reporting (weekly, monthly, QBR) for ops and leadership; Translate support data into actionable narratives; Track north star metrics (cSAT, TTR, QA, escalation rates); Build self-serve dashboards for real-time visibility; Partner with Support Systems to instrument Zendesk; Connect support data to broader product sources; Identify data collection gaps; Design feedback loops to Product/Engineering; Quantify operational costs of bugs and feature gaps; Track AI/chatbot performance and self-service effectiveness.
Seniority
Individual Contributor (3-5 years experience)