Sr. Strategy and Analytics Specialist

Overview

Job Description

Responsibilities

• - Act as a thought partner to Support leadership, providing data-driven recommendations to enhance productivity and operational efficiency
• - Monitor support performance trends, identify key insights, and propose strategic changes to optimize operations
• - Quantify the ROI of initiatives to guide investment decisions and ensure alignment with strategic business objectives
• - Design, build, and maintain automated dashboards and scalable reporting frameworks
• - Collaborate with Data Science to enhance data architecture
• - Leverage CRM tools to integrate data flows and improve data quality
• - Partner with FP&A to model the impact of new initiatives
• - Collaborate with cross-functional teams to identify inefficiencies and implement scalable process improvements
• - Work with FP&A, Support, and Data teams to align forecasts, capacity plans, and productivity targets

Required Skills

• - 4+ years of experience in a customer-focused analytics, strategy, or operations role
• - Experience in analytics and reporting, CRM setup and data architecture
• - Highly proficient in data analysis, modeling, and visualization
• - Advanced analytical and data visualization expertise, including Looker and other data visualization tools
• - Strong understanding of workforce management, financial forecasting, and customer support metrics
• - Proficient in CRM tools (e.g., Hubspot, Zendesk)
• - SQL experience is a plus
• - Outstanding communicator with the ability to cater communications to meet audience needs

Benefits

• - Offers Equity
• - Offers Bonus
• - Competitive and equitable compensation practices
• - Remote work flexibility