Key Responsibilities

• Develop and manage a unified reporting and analytics framework that integrates data from multiple sources, including Zendesk and our AI Agent.
• Ensure reliable data capture and structuring to support informed decision-making across the Customer Support organization.
• Translate complex data sets into actionable insights for Customer Support leadership and stakeholders.
• Collaborate closely with Customer Support leadership, Strategy and Operations, and cross-functional teams to enhance our reporting infrastructure.
• Identify opportunities for process improvement and drive initiatives that enhance customer experience and operational efficiency.
• Monitor the performance metrics of the Customer Support department and provide regular updates and recommendations to leadership.

Requirements

• Bachelor's degree in a relevant field, such as Data Analytics, Business Administration, or a related discipline.
• Proven experience in data analytics, reporting, and customer support systems.
• Strong proficiency in analytics tools and software, preferably with experience in Zendesk and AI applications.
• Excellent problem-solving skills and the ability to work cross-functionally with diverse teams.
• Exceptional communication skills to effectively convey complex data insights to non-technical stakeholders.
• Experience in a fast-paced, growing organization with a focus on customer experience and operational excellence.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Flexible work hours and remote work options to support work-life balance.
• Opportunities for professional development and continuing education.
• A collaborative and innovative work environment that encourages creativity and growth.
• Access to the latest technology and tools to enhance your work experience.