Business Data Analyst

Why this role matters

As our Business Data Analyst for Customer Success & Support, you will be the bridge between raw data and actionable strategy. You will design and manage dashboards that give frontline teams the tactical visibility they need day-to-day, while equipping senior leadership with the strategic performance insights that drive long-term decisions. Your work will directly shape how we serve customers and how we grow.

Your key responsibilities

• Design, build, and maintain scalable dashboards tracking KPIs across Customer Success and Support teams
• Create real-time operational views for managers to monitor daily ticket volumes, SLA response times, customer health scores, and team capacity
• Develop executive summaries and narrative reports for senior leadership covering long-term trends, churn risks, and ROI
• Implement AI-driven analytics solutions (including automated anomaly detection, predictive churn modeling, and sentiment analysis on support tickets) to surface proactive insights
• Partner with Data Engineering to ensure data accuracy, clean pipeline integrations from CRM/Support tools (Salesforce, Zendesk, Planhat), and a single source of truth
• Conduct deep-dive analyses to identify bottlenecks in the customer journey and present recommendations to global stakeholders

What you'll bring

Required:

• 3-6 years of experience as a Business Analyst, Data Analyst, or in a similar analytics role, ideally supporting Customer Success, Customer Support, or Revenue Operations
• Advanced proficiency in Tableau (dashboard creation, LOD expressions, performance tuning, and server management)
• Strong SQL skills: ability to write complex queries, join disparate datasets, and extract data efficiently
• Hands-on experience or strong familiarity with AI reporting solutions (e.g., Tableau Pulse, Copilot for BI, predictive modeling, or NLP-based text analytics)
• Solid understanding of CS/Support metrics: CSAT, NPS, First Response Time (FRT), Resolution Time, Customer Health Scores, and Gross/Net Retention Rate (GRR/NRR)
• Exceptional English communication skills with a proven ability to translate complex data into clear, actionable insights for senior executives

Experience we consider a plus:

• Experience with CRM and support ticketing systems (e.g., Salesforce, Zendesk, HubSpot, Gainsight)
• Knowledge of Python or R for predictive data analysis
• Experience working in a global matrix organization across multiple time zones

How you'll benefit

• Competitive salary and performance-based bonuses
• Comprehensive health benefits and wellness programs
• Flexible working arrangements
• A collaborative, tech-forward environment where your data directly influences company strategy
• Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process