Data Analyst, Customer Operations

At Scribd (pronounced “scribbed”), our mission is to spark human curiosity. Join our team as we create a world of stories and knowledge, democratize the exchange of ideas and information, and empower collective expertise through our three products: Everand, Scribd, and Slideshare.

We support a culture where our employees can be real and be bold; where we debate and commit as we embrace plot twists; and where every employee is empowered to take action as we prioritize the customer.

Our flexible work benefit - Scribd Flex - enables employees, in partnership with their manager, to choose the daily work-style that best suits their individual needs. As an organization, we prioritize collaboration and intentional in-person moments to build culture and connection. For this reason, occasional in-person attendance is required for all Scribd employees, regardless of their location.

About the Job and About You:

As a Data Analyst on the Customer Support Team, 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:

1. Customer-centric mindset with strong advocacy for customer needs
2. Entrepreneurial, proactive approach to problem-solving
3. Ability to thrive in a dynamic and fast-paced environment
4. Understands how to leverage the latest technologies, including AI, to enhance customer support operations.

Responsibilities:

1. Data Collection & Analysis: Gather, analyze, and interpret data to provide insights on customer support data and trends
2. 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.
3. 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.
4. Customer Insights: Analyze customer feedback and behavior patterns in customer support data to understand drivers of customer satisfaction and loyalty.
5. Collaboration: Work cross-functionally with stakeholders across Customer Support, Product, and User Research
6. Leveraging Technology: Utilize the latest tools and technologies, including AI and automation, to enhance customer support operations and increase efficiency.
7. Process Improvement: Through data analysis, identify opportunities for process improvement projects to improve operational efficiency and execution.
8. Project Support: Ability to understand, document, and communicate business requirements for projects and process changes

Requirements:

1. Minimum 2 years of experience in an analytical or reporting role in Customer Support or Customer Operations within a digital consumer industry
2. Proficient in using data analytics tools including SQL, Databricks, and creating dashboards
3. At least 1 year of experience presenting data to diverse stakeholders
4. Strong working knowledge of MS Excel and/or Google Sheets
5. Bachelor's degree (BA/BS) required
6. Detail-oriented with strong analytical, critical thinking, and problem-solving skills
7. Strong verbal and written communication skills, capable of translating data into clear, actionable insights
8. Ability to work independently, manage multiple tasks, prioritize effectively, and meet deadlines in a fast-paced environment
9. Experience with Jira for project management is a plus
10. Experience with Zendesk or similar customer service tools is highly preferred
11. Experience with subscription-based business models is a plus
12. Experience working with BPOs in an outsourced environment is a nice to have

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.

Benefits, Perks, and Wellbeing at Scribd

*Benefits/perks listed may vary depending on the nature of your employment with Scribd and the geographical location where you work.

1. Healthcare Insurance Coverage (Medical/Dental/Vision): 100% paid for employees
2. 12 weeks paid parental leave
3. Short-term/long-term disability plans
4. 401k/RSP matching
5. Tuition Reimbursement
6. Learning & Development programs
7. Quarterly stipend for Wellness, Connectivity & Comfort
8. Mental Health support & resources
9. Free subscription to Scribd + gift memberships for friends & family
10. Referral Bonuses
11. Book Benefit
12. Sabbaticals
13. Company wide events
14. Team engagement budgets
15. Vacation & Personal Days
16. Paid Holidays (+ winter break)
17. Flexible Sick Time
18. Volunteer Day
19. Company-wide Diversity, Equity, & Inclusion programs

Want to learn more about life at Scribd? www.linkedin.com/company/scribd/life

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We want our interview process to be accessible to everyone. You can inform us of any reasonable adjustments we can make to better accommodate your needs by emailing accommodations[@]scribd.com about the need for adjustments at any point in the interview process.

Scribd is committed to equal employment opportunity regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage people of all backgrounds to apply, and believe that a diversity of perspectives and experiences create a foundation for the best ideas. Come join us in building something meaningful.

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Remote employees must have their primary residence in: Arizona, California, Colorado, Connecticut, Delaware, DC, Florida, Georgia, Hawaii, Iowa, Massachusetts, Maryland, Michigan, Minnesota, Missouri, Nevada, New Jersey, New York, Ohio, Oregon, Tennessee, Texas, Utah, Vermont, Washington, Ontario (Canada), British Columbia (Canada), or Mexico.

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