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 within CX Operations. This role is responsible for turning operational data into the metrics, insights, and narratives that drive decisions across 17 software products—owning reporting cadences, monitoring KPIs, and translating business requirements into clear 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, timely, and actionable data they need to manage the function at scale.

What you’ll do:

Reporting & Insights Ownership

• Own the weekly reporting cadence for the Head of Customer Support and ops leadership—on time, every time
• Own the Customer Support section of the monthly ops reporting pack presented to the ELT
• Translate business requirements into clear dashboard specifications for the Power BI engineering team
• Ensure accuracy and reliability of all Customer Support reporting outputs—serving as the quality gate for all 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 resolution, and time-to-resolve across all products
• Proactively flag anomalies and emerging trends before they become escalations
• Conduct deep-dive analyses when metrics move unexpectedly or when root cause understanding is needed
• Support workforce planning and capacity tracking for the Support function

KPI Definition & Governance

• Partner with the Head of Customer Support to define and maintain core 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-side owner of Support data—partnering with engineering on data quality in Zendesk and Salesforce

Cross-Functional Partnership

• Act as the primary liaison 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 align 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 source systems
• Comfort working with and interpreting Power BI dashboards, including the ability to write clear specifications for what needs to be built
• Hands-on experience with Zendesk or Salesforce Service Cloud data
• Strong ability to translate data into a clear 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
• Clear written and verbal communication skills, with the ability to present findings to operational leaders without jargon
• Experience in or strong familiarity with SaaS 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 board-level reporting packs (preferred)

Why This Role:

• Play a foundational role in a newly built Reporting & Analytics function within CX Strategy—this is not a backfill, it’s a build
• Work directly with senior leadership, inc