Cursor10 дней назад
Data Analyst, User Operations
Полная занятостьУдалёнка
Обязанности
- 01Build and own the reporting layer for Support: ticket volume, SLA attainment, resolution times, help center performance, CSAT/CES/sentiment, and capacity utilization across regions and tiers
- 02Partner with Support leadership to turn open questions into analysis that drives decisions
- 03Maintain the multi-signal model behind bug and issue prioritization, weighting frequency, breadth, support cost, and sentiment
- 04Design dashboards for two audiences: internal operational views for managers, and customer-facing views for enterprise accounts
- 05Own data quality, governance, and reliability across Support data products, including our ticketing data and internal commitments
- 06Surface Voice of Customer trends to Product, Engineering, and GTM, and help close the loop between what users report and what actually gets built
Требования
- 015+ years of experience in data analytics, analytics engineering, or a similar role
- 02Strong SQL skills
- 03Comfortable building models and transformations (dbt or equivalent)
- 04Built reporting and dashboards in production that people actually depend on
- 05Can take a vague operational question and turn it into the right analysis without a playbook
- 06Communicate clearly with both technical and non-technical stakeholders
- 07Honest about what the data does and doesn't support
- 08Self-directed and comfortable owning ambiguous problems end to end