Explore large support and product datasets to uncover trends, volume drivers, and user-experience pain points, distilling findings into clear, actionable narratives.
Build, enhance, and maintain self-serve dashboards and reporting tools, enabling non-technical teams to answer their own data questions.
Establish a unified metrics taxonomy for service-health and performance—and build automated data-sharing pipelines and scorecards with our BPO partners to ensure everyone operates from the same real-time view of success
Leverage LLMs to build bespoke classifiers that automatically label and segment inbound volumes—powering smarter routing, richer self-serve insights, and swifter root-cause analysis.
Partner with Data Engineering to ensure reliable pipelines, implement data-quality checks, and document sources of truth.
Jump into high-priority special projects to conduct bespoke deep-dive analyses and deliver clear, strategic recommendations to leadership.
Prototype quickly—leveraging ChatGPT, Jupyter notebooks, Retool, and other tools—to prove value before hardening with Engineering.
Collaborate with Data Science on predictive models and experimentation, translating results into operational recommendations.

Requirements

8 + years in analytics, business intelligence, or data science (experience with customer support or operations teams is a plus).
Expert-level SQL skills and proficiency in Python or R for advanced analysis and automation
Hands-on experience designing and maintaining BI dashboards (e.g. Looker, Mode, Tableau, Sundial) with a focus on clarity and self-serve usability.
Hands-on experience fine-tuning or prompt-engineering LLMs to build text classifiers, sentiment analysis, or tagging systems.
Demonstrated ability to translate complex datasets into clear business stories and recommendations for both technical and non-technical audiences.
Familiarity with support metrics (SLAs, FCR, deflection) and ability to define service health KPIs.
Strong cross-functional communication skills—comfortable collaborating daily with engineers, data scientists, and operations leaders.
An eye for detail, a zero-defect mindset, and a bias toward action over theoretical perfection
Possess a strong bias for automation and can defend governance decisions that keep data and processes healthy as they grow.
Thrive in a fast-moving, ambiguous environment where priorities can shift quickly.

Benefits

Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts
Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses (parking and transit)
401(k) retirement plan with employer match
Paid parental leave (up to 24 weeks for birth parents and 20 weeks for non-birthing parents), plus paid medical and caregiver leave (up to 8 weeks)
Paid time off: flexible PTO for exempt employees and up to 15 days annually for non-exempt employees
13+ paid company holidays, and multiple paid coordinated company office closures throughout the year for focus and recharge, plus paid sick or safe time (1 hour per 30 hours worked, or more, as required by applicable state or local law)
Mental health and wellness support
Employer-paid basic life and disability coverage
Annual learning and development stipend to fuel your professional growth
Daily meals in our offices, and meal delivery credits as eligible
Relocation support for eligible employees
Additional taxable fringe benefits, such as charitable donation matching and wellness stipends, may also be provided.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SQLPythonRdata analysisbusiness intelligenceBI dashboard designLLM fine-tuningtext classificationsentiment analysisdata quality checks

Soft Skills

cross-functional communicationdetail-orientedzero-defect mindsetbias for actionstrategic recommendationscollaborationadaptabilityproblem-solvingstorytellingautomation advocacy