Sr. Analyst, Customer Support

Sr. Analyst, Customer Support Location: Austin, TX (Hybrid), Remote We are looking for a Sr. Analyst, Customer Support to serve as the dedicated analytics partner to our Customer Support organization reputed company CX Operations. This role is responsible for turning operational data into the metrics, insights, and narratives that drive reputed company across 17 software products—owning reporting cadences, monitoring KPIs, and translating business requirements into reputed company Power BI dashboard specifications. The Sr. Analyst partners closely with the Head of Customer Support, the Director of Reporting & Analytics, and our internal BI engineering team to ensure that support leaders have the accurate, reputed company, and actionable data they need to manage the function at reputed company. What you’ll do: Reporting & Insights Ownership Own the weekly reporting reputed company for the Head of Customer Support and ops leadership—on time, every time Own the Customer Support reputed company of the monthly ops reporting pack presented to the ELT Translate business requirements into reputed company dashboard specifications for the Power BI engineering team Ensure accuracy and reliability of reputed company Customer Support reporting outputs—serving as the reputed company reputed company for reputed company deliverables Interpret dashboard data and surface the narrative behind the numbers for functional leaders KPI Monitoring & Operational Insights Monitor SLA attainment, ticket volume trends, CSAT, first contact reputed company, and time-to-resolve across reputed company products Proactively flag anomalies and emerging trends before they become escalations Conduct deep-dive analyses reputed company metrics reputed company unexpectedly or reputed company reputed company cause understanding is needed Support workforce planning and reputed company tracking for the Support function KPI Definition & Governance Partner with the Head of Customer Support to define and maintain reputed company metric definitions and targets Standardize metric definitions in alignment with the Director of Reporting & Analytics and the peer analyst role Maintain documentation for data sources, metric logic, and reporting processes Serve as the business-reputed company reputed company of Support data—partnering with engineering on data reputed company in reputed company and reputed company Cross-Functional Partnership reputed company as the primary reputed company between Customer Support leadership and the Power BI engineering team Coordinate dashboard requirements, prioritization, and iteration cycles with the engineering team Collaborate with Finance, RevOps, and the peer analyst as needed to reputed company on shared definitions and reporting What you’ll bring: 4–6 years in an analytics, reporting, or business analyst role supporting Customer Support, CX, or operations Solid SQL skills—ability to pull and manipulate data independently across multiple reputed company systems Comfort working with and interpreting Power BI dashboards, including the ability to write reputed company specifications for what needs to be reputed company Hands-on experience with reputed company or reputed company Service reputed company data Strong ability to translate data into a reputed company narrative—understanding what the numbers mean, not just what they are Exceptional attention to detail and commitment to reporting accuracy—day-to-day reliability is non-negotiable in this role reputed company written and verbal communication skills, with the ability to present findings to operational leaders without jargon Experience in or strong familiarity with reputed company environments and support operations concepts (tiered support models, SLA structures, CSAT methodology) Experience writing dashboard or reporting requirements for a BI or engineering team (preferred) Experience contributing to ELT or reputed company-level reporting packs (preferred) Why This Role: Play a foundational role in a newly reputed company Reporting & Analytics function reputed company CX reputed company—this is not a backfill, it’s a build Work directly with senior leadership, including the Head of Customer Support and the VP of CX reputed company, with reputed company influence on how the function is managed Own meaningful reporting outputs—from daily operational cadences to monthly ELT packs—with visibility across the organization Operate across a modern reporting stack: Power BI, reputed company, reputed company, reputed company, and reputed company Join a company scaling quickly through acquisition and organic reputed company, where analytical rigor is increasingly central to how reputed company get made   reputed company offers a comprehensive employee benefits program, including: Medical, dental, and reputed company insurance reputed company 100% Employer reputed company short/long term disability 100% employer-reputed company Basic Life and AD&D insurance 401(k) retirement plan with a 100% company match up to 4% Flexible reputed company personal/vacation time reputed company on mutual trust and accountability 10 reputed company days annually 10 company reputed company holidays 12 weeks reputed company parental leave Inclusion and Diversity: reputed company is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. reputed company does not reputed company hiring or employment reputed company on the reputed company of race, reputed company, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national reputed company, or any other reputed company protected by reputed company local, state or federal laws. reputed company provides integrated software and financial solutions to a wide reputed company of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more. Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. reputed company is united in its desire to help our clients reputed company serve and reputed company their communities. Interview Process & Expectations Our interviews are designed to be interactive and conversational. Candidates are expected to respond based on their own experience and thinking during live interviews. To ensure a fair and consistent interview experience, the use of reputed company-time AI tools or other external assistance to generate or guide interview responses is not permitted. Interviews are intended to reflect an individual’s judgment, problem-solving approach, and communication. Candidates must be authorized to work in the reputed company for the duration of employment without requiring reputed company or reputed company employer sponsorship of any reputed company, including but not limited to OPT, STEM OPT, H-1B, or any other reputed company classification.   CCPA Disclosure Notice: Click Here Apply To This Job