Sr. Data Analyst, Pinterest Support Operations

About Pinterest:

Millions of people around the world come to our platform to find creative ideas, dream about new possibilities and plan for memories that will last a lifetime. At Pinterest, we’re on a mission to bring everyone the inspiration to create a life they love, and that starts with the people behind the product.

Discover a career where you ignite innovation for millions, transform passion into growth opportunities, celebrate each other’s unique experiences and embrace the to do your best work. Creating a career you love? It’s Possible.

Role Description:

Pinterest Support Operations (PSO) is the primary customer support function at Pinterest and a key part of the customer experience with our consumer and ad products. As a Sr. Data Analyst on the team, you’ll drive analytics that improve how our customers help themselves—powering insights and decision-making across self-serve support surfaces, AI initiatives, automations, support entry points and tools. You’ll partner closely with the Director, Support Automation & Tooling, as well as stakeholders across Systems, Automation & Tooling, Help & Community, and Journey Design to define what “good” looks like, measure performance, and identify the highest-leverage opportunities to improve self-serve CSAT, automated resolution rate, cost deflection, and self-serve adoption.

Together, you’ll help us build the future of support at Pinterest —driving changes that will impact Pinners, Advertisers, Merchants, Creators, and Business Partners at scale.

What you’ll do:

• Self-Serve Support, Automation & Tooling Analytics Roadmap. Own the analytics roadmap for self-serve support, automation and tooling. Anticipate what we need to measure next, “look around the corner” for emerging priorities, and ensure we’re answering the most important questions with the right data and insights.
• Business Analytics & Dashboards. Design, build and maintain Tableau dashboards, recurring analyses, and/or AI solutions that provide a clear, trusted view of self-serve support, automation and tooling performance. Define and socialize metric definitions and KPIs (e.g., self-serve CSAT, automated resolution rate, cost deflection, self-serve adoption), and translate trends into actions in partnership with key stakeholders.
• Strategic Analyses & Thought Leadership. Tackle ambiguous, high-impact problems—from measuring the impact of automation initiatives to evaluating new self-serve experiences. Frame the problem, establish success metrics, run deep-dive analyses, and craft clear recommendations for stakeholders and leadership.
• Experimentation & Measurement. Partner with cross-functional teams to design and evaluate pilots and experiments (e.g., self-serve journey changes, tooling/automation interventions). Ensure measurement plans are sound, results are interpretable, and learnings are captured and reused.
• Decision Support & Scenario Modeling. Build models and decision frameworks to support prioritization and planning (e.g., estimating self-serve CSAT, projecting adoption, explaining gaps between expected vs. observed performance).
• Stakeholder Partnership & Influence. Collaborate with product, engineering, and operations teams to drive data-informed decisions and influence the direction of self-serve support and automation initiatives.