Data Analyst

Tapcheck

Data Analyst driving analytics for Customer Support at Tapcheck. Collaborating with leadership and maintaining metrics standards to inform strategic decisions.

Posted 6/4/2026full-timeAlabama, Arizona, California, Colorado, District of Columbia, Florida, Idaho, Illinois, Louisiana, Massachusetts, Missouri, Montana, Nevada, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Texas, Utah, Virginia, Washington, Wisconsin • 🇺🇸 United StatesJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

CloudSQLTableau

About the role

Key responsibilities & impact

Maintain the KPI standards for Customer Support: document how each metric is calculated and interpreted, keep definitions current across data platforms, and flag to leadership when targets may need adjustment.
Build and maintain dashboards in Omni Analytics (our BI platform) that serve analyst, manager, and leadership audiences; maintain the semantic layer and metric definitions so every team measures the same things the same way.
Produce formal analyses and recommendations on volume trends, resolution efficiency, CSAT, contact rate, and cost performance; frame findings in terms of business impact, not just numbers.
Identify anomalies and performance gaps in Support data; bring a recommended course of action to leadership rather than a flag, and track the response through to resolution.
Consult on SQL, Snowflake, and BI standards used for Support reporting; ensure Support modeling approach, query patterns, and tooling match organizational standards.
Lead metric alignment conversations with Data, Product, and Engineering; represent Support's analytical interests and keep shared definitions from drifting.
Triage and scope ad hoc analysis requests from across the organization; exercise judgment on urgency, feasibility, and which questions are worth answering.

Requirements

What you’ll need

2 to 4 years in a data analyst or business intelligence role where you owned metrics end-to-end: definition, calculation, documentation, and storytelling.
SQL proficiency including CTEs, window functions, and query optimization; you can get to an answer without waiting on someone else to pull data for you.
Hands-on experience building and managing dashboards in a modern BI tool (Looker, Tableau, Power BI, or similar).
Demonstrated ability to communicate complex findings to non-technical audiences; leadership should leave your presentations knowing what to do, not just what happened.
Comfortable scoping your own work: you can take an ambiguous business question, decide on methodology, and drive a recommendation without close direction.
Experience in fintech, SaaS, or customer support operations environments preferred.
Familiarity with Snowflake or similar cloud data warehouses preferred.
Exposure to support platforms such as Zendesk and their underlying data structures preferred.
Experience with dbt or similar data transformation frameworks preferred.

Benefits

Comp & perks

Flexible PTO. No accrual caps, no counting days. Take the time you need.
10 paid holidays. Including both Christmas Eve and New Year's Eve.
Comprehensive health coverage. Medical through Blue Cross Blue Shield of Texas (PPO and HDHP options, HSA-eligible with employer contribution), plus dental and vision through MetLife.
FSA, Basic Life/AD&D, and an Employee Assistance Program (EAP).
401(k) with a 100% match up to 3% of your salary. Through Mutual of America. Eligible after 90 days.
A team that lives its values. Humility, grit, and a genuine drive to raise the bar — every day.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SQLCTEswindow functionsquery optimizationdashboard buildingdata analysisdata storytellingdata transformation frameworksOmni AnalyticsSnowflake

Soft Skills

communicationjudgmentproblem-solvingleadershipconsultationadaptabilityanalytical thinkingpresentation skillscollaborationinitiative