Customer Support Analytics Lead

Job Summary

Owning the data strategy and reporting function, the full-time Customer Support Analytics Lead will manage the capture, structure, and connection of data across Customer Support systems, ensuring high-quality data is utilized for informed decision-making, while working remotely within the United States or Canada.

Key Responsibilities

• Build and maintain reports and dashboards to provide visibility into key performance metrics across the Customer Support organization
• Advise on the structural setup of Zendesk to ensure clean, consistent, and reliable data generation
• Define and enforce data hygiene standards to ensure accurate and trustworthy reporting across Customer Support systems

Required Qualifications

• 5-8 years of experience in a data analyst, business intelligence, or systems analyst role, preferably in a customer support or operations environment
• Hands-on experience with Zendesk administration and configuration, including reporting and dashboard creation
• Fluency in SQL and experience with data and BI tools such as Omni or Metabase
• Strong analytical skills with the ability to translate complex datasets into actionable insights
• Experience in building and maintaining dashboards for non-technical stakeholders