Scribd, a leading digital library platform, is seeking a data-savvy Customer Support Data Analyst to join our team in a fully remote capacity.
In this role, you’ll analyze customer support data to identify trends, uncover insights, and drive improvements in the user experience. This remote position requires 2+ years of experience in a customer support analytics role, proficiency in SQL and data visualization tools, and a passion for using data to enhance customer satisfaction.
About Scribd
Scribd is on a mission to spark human curiosity. Through our digital library platform, Scribd, and our presentation-sharing platform, SlideShare, we provide access to millions of books, audiobooks, magazines, and documents. We’re committed to democratizing knowledge and empowering a global community of readers and learners.
About the Role
As a Data Analyst on the Customer Support Team at Scribd, you’ll play a vital role in using data to improve the customer experience. You’ll analyze support data, identify trends, and collaborate with cross-functional teams to uncover insights that drive improvements in our products and services.
This is a fully remote position, offering you the flexibility to work from anywhere in the United States. You’ll enjoy a collaborative and supportive environment, a competitive salary, and the opportunity to contribute to a company that’s changing the way people learn and discover.
Responsibilities
- Data Collection & Analysis: Gather, analyze, and interpret data to provide insights on customer support data and trends.
- Reporting & Insights: Create comprehensive reports summarizing data, findings, and actionable recommendations. Build and maintain dashboards in Zendesk, Looker, Google Sheets, and/or similar tools.
- Performance Metrics: Track and analyze key performance metrics, comparing them against business goals and industry standards.
- Customer Insights: Analyze customer feedback and behavior patterns to understand drivers of customer satisfaction and loyalty.
- Collaboration: Work cross-functionally with stakeholders across Customer Support, Product, and User Research.
- Leveraging Technology: Utilize tools and technologies, including AI and automation, to enhance customer support operations.
- Process Improvement: Identify opportunities for process improvement projects to improve operational efficiency.
- Project Support: Understand, document, and communicate business requirements for projects and process changes.
Requirements
- Experience: Minimum 2 years of experience in an analytical or reporting role in Customer Support or Customer Operations within a digital consumer industry.
- Technical Skills:
- Proficient in using data analytics tools, including SQL and Databricks.
- Experience creating dashboards and visualizations.
- Strong working knowledge of MS Excel and/or Google Sheets.
- Education: Bachelor’s degree (BA/BS) required.
- Skills & Qualities:
- Detail-oriented with strong analytical, critical thinking, and problem-solving skills.
- Strong verbal and written communication skills.
- Ability to work independently, manage multiple tasks, and meet deadlines.
Preferred Qualifications
- Experience:
- Experience with Jira for project management.
- Experience with Zendesk or similar customer service tools.
- Experience with subscription-based business models.
- Experience working with BPOs in an outsourced environment.
F5 Remote Jobs Spotlight: A Career as a Remote Customer Support Data Analyst
Customer Support Data Analysts play a crucial role in bridging the gap between customer feedback and data-driven improvements. By analyzing support interactions, identifying trends, and uncovering insights, these professionals help organizations enhance the customer experience, optimize support operations, and drive customer satisfaction. This role requires a unique blend of analytical skills, customer empathy, and communication abilities to effectively translate data into actionable recommendations.
This remote position at Scribd offers an exciting opportunity to contribute to a company that is democratizing access to knowledge and empowering a global community of learners. With a focus on innovation, collaboration, and customer-centricity, this role is ideal for a data-driven individual who is passionate about using data to improve the customer journey and make a positive impact.
Quick Tips for Applicants: Stand Out as the Ideal Data Analyst
- Showcase Your Analytical Expertise and Customer Focus:
- Go Beyond the Basics: Don’t just list your experience with data analysis tools and techniques. Provide specific examples of projects where you’ve analyzed customer support data, identified trends, and extracted meaningful insights to improve the customer experience or support operations.
- Quantify Your Impact: Whenever possible, quantify the impact of your analysis. For example, did your insights lead to a reduction in support tickets, improved resolution times, or increased customer satisfaction scores?
- Highlight Your Customer-Centric Approach: Demonstrate your passion for understanding customer needs and using data to advocate for improvements that enhance their experience.
- Demonstrate Your Proficiency with Data Analysis Tools and Techniques:
- Technical Skills: Scribd values proficiency in SQL, Databricks, and data visualization tools. Showcase your expertise in these tools and any other relevant technologies you’ve used, such as Looker or Google Sheets.
- Data Storytelling: Highlight your ability to create compelling data visualizations and dashboards that effectively communicate insights to stakeholders.
- Emphasize Your Communication and Collaboration Skills:
- Effective Communication: Excellent communication is essential for conveying data insights to both technical and non-technical audiences. Highlight your ability to explain your findings clearly and concisely, both verbally and in writing, tailoring your communication style to the specific audience.
- Collaboration and Teamwork: This role requires working closely with various stakeholders, including customer support teams, product managers, and user researchers. Showcase your ability to build strong relationships, foster collaboration, and contribute to a positive and productive team environment.
- Highlight Your Problem-Solving and Project Management Skills:
- Problem-Solving: Demonstrate your ability to identify and analyze customer support challenges, propose solutions, and contribute to process improvement initiatives.
- Project Management: If you have experience with project management methodologies or tools like Jira, be sure to mention it. Scribd is looking for data analysts who can not only analyze data but also contribute to the planning and execution of projects.
- Express Your Passion for Scribd’s Mission and Culture:
- Connect with the Mission: Scribd is dedicated to sparking human curiosity and democratizing access to knowledge. In your cover letter, convey your enthusiasm for this mission and your desire to contribute to their impactful work.
- Culture Fit: Scribd values a collaborative, innovative, and customer-centric culture. Express your alignment with these values and your desire to contribute to a positive and supportive work environment.
Ready to find a career with purpose?
At F5 Remote Jobs, our mission is to connect talented professionals from around the world with the best remote job opportunities offered by top companies in the United States. In an increasingly digital world, we believe the future of work lies in flexibility and the ability to work from anywhere.