Customer Support Analyst

About the Job and About You:

As a Customer Support Analyst, 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

At Scribd, your base pay is one part of your total compensation package and is determined within a range. Our pay ranges are based on the local cost of labor benchmarks for each specific role, level, and geographic location. San Francisco is our highest geographic market in the United States.

In the state of California, the reasonably expected salary range is between $57,000 [minimum salary in our lowest geographic market within California] to $92,500 [maximum salary in our highest geographic market within California]. 

In the United States, outside of California, the reasonably expected salary range is between $47,000 [minimum salary in our lowest US geographic market outside of California] to $88,000 [maximum salary in our highest US geographic market outside of California]. 

In Canada, the reasonably expected salary range is between $59,000 CAD[minimum salary in our lowest geographic market] to $87,500 CAD[maximum salary in our highest geographic market]. 

We carefully consider a wide range of factors when determining compensation, including but not limited to experience; job-related skill sets; relevant education or training; and other business and organizational needs. The salary range listed is for the level at which this job has been scoped. In the event that you are considered for a different level, a higher or lower pay range would apply. This position is also eligible for a competitive equity ownership, and a comprehensive and generous benefits package.