Senior Customer Operations Data Analyst at Scribd

ABOUT THE COMPANY: At Scribd Inc. (pronounced “scribbed”), our mission is to spark human curiosity. Join our team as we create a world of stories and knowledge, democratize the exchange of ideas and information, and empower collective expertise through our four products: Everand, Scribd, Slideshare, and Fable. This posting reflects an approved, open position within the organization. We support a culture where our employees can be real and be bold; where we debate and commit as we embrace plot twists; and where every employee is empowered to take action as we prioritize the customer. When it comes to workplace structure, we believe in balancing individual flexibility and community connections.  It’s through our flexible work benefit, Scribd Flex, that employees – in partnership with their manager – can choose the daily work-style that best suits their individual needs. A key tenet of Scribd Flex is our prioritization of intentional in-person moments to build collaboration, culture, and connection. For this reason, occasional in-person attendance is required for all Scribd Inc. employees, regardless of their location. So what are we looking for in new team members? Well, we hire for “GRIT”. The textbook definition of GRIT is demonstrating the intersection of passion and perseverance towards long term goals. At Scribd Inc., we are inspired by the potential that this can unlock, and ask each of our employees to pursue a GRIT-ty approach to their work. In a tactical sense, GRIT is also a handy acronym that outlines the standards we hold ourselves and each other to.  Here’s what that means for you: we’re looking for someone who showcases the ability to set and achieve Goals, achieve Results within their job responsibilities, contribute Innovative ideas and solutions, and positively influence the broader Team through collaboration and attitude. About the Role & Team: As a Senior Customer Operations Data Analyst, you will play a pivotal role in analyzing support data (primarily through tickets and user feedback) to understand issues and insights, enhance decision-making, and improve the overall user experience. You will work closely with cross-functional teams to uncover root causes of customer support challenges and opportunities. The ideal candidate is a self-starter who thrives in fast-paced and ever-changing environments. You should be a passionate advocate for improving the customer journey through data-driven insights. As Scribd’s first formal analytics hire for the Customer Support team, this is a unique opportunity to shape and drive the analytics function within the department. You will be responsible for gathering, synthesizing, and improving insights across all functions of Customer Support. This includes collaborating with and mentoring peers, as well as hands-on work to collect and analyze data related to key metrics such as Service Level Agreements (SLAs), Quality Assurance (QA), contact rate, customer support satisfaction, refunds, churn, and cost-to-support. You will play a pivotal role in ensuring that data-driven insights are used to enhance decision-making and improve the overall user experience. Key Attributes for Success: - Customer-centric mindset with strong advocacy for customer needs - Entrepreneurial, proactive approach to problem-solving - Ability to thrive in a dynamic and fast-paced environment - Understands how to leverage the latest technologies, including AI, to enhance customer support operations. You will: - Data Collection, Synthesis, and Analysis: Gather, analyze, and interpret data to provide insights on customer support data and trends. Create pipelines for the collection and processing of new data from customer support sources. - Reporting & Insights: Create comprehensive reports in Databricks, Looker, Google Sheets, Zendesk, and/or similar tools to monitor key metrics. - Performance Metrics: Evaluate the effectiveness and performance of Customer Support goals, initiatives, and projects. Conduct in-depth analyses of performance, measuring KPIs such as service level achievement, customer effort & satisfaction, and user retention. - Customer Insights: Analyze customer feedback and behavior patterns in response to product changes and on an ongoing basis. - Forecasting: Forecast contact volumes and capacity needs. - Roadmapping: Collaboratively manage the Customer Support’s data analysis roadmap with leadership. - Collaboration: Work cross-functionally with stakeholders across Customer Support, Data & Analytics, Product, Engineering, and User Research. - Leveraging Technology: Use AI and BI to enhance customer support operations and increase efficiency. Develop and maintain dashboards and reports and own communication of critical marketing metrics and campaign performance to team leads and executive stakeholders. - Process Improvement: Provide actionable insights to stakeholders through data analysis, and identify opportunities for improvements operational efficiency. Stay informed about the latest Customer Support trends, analytics tools, and methodologies to continuously improve performance and methodologies. - Project Support: Understand, document, and communicate business requirements for projects and process changes. You have: - 3+ years of experience in an analytical or reporting role in Customer Support or Customer Operations within a digital consumer industry, with a strong focus on working autonomously to solve problems - Proficient in using data analytics tools including SQL, Python, Databricks, Looker, and Zendesk Explore (or similar BI tools) - Strong working knowledge of MS Excel and/or Google Sheets - A Bachelor’s or Master’s degree in a quantitative field (e.g., Statistics, Mathematics, Economics, or Computer Science). - Solid knowledge of statistical concepts, including experimental design, hypothesis testing, regression analysis, and forecasting. - Exceptional communication and presentation skills, with the ability to translate complex data into clear, actionable recommendations for technical and non-technical stakeholders. - Understanding of measurement methodologies and reporting capabilities in ad platforms like Google Ads and Meta Ads a plus. - A passion for analyzing user behavior and proven ability to combine product-level and CS data with customer-level data to understand key drivers of performance. - Experience with agile workflows and collaboration across product, research, and operations teams. - Detail-oriented with strong analytical, critical thinking, and problem-solving skills - Ability to work independently, manage multiple tasks, prioritize effectively, and meet deadlines in a fast-paced environment - Experience working with BPOs in an outsourced environment is a nice to have WORKING AT SCRIBD INC. Are you currently based in a location where Scribd Inc. Employees must have their primary residence in or near one of the following cities. This includes surrounding metro areas or locations within a typical commuting distance: United States: Atlanta | Austin | Boston | Dallas | Denver | Chicago | Houston | Jacksonville | Los Angeles | Miami | New York City | Phoenix | Portland | Sacramento | Salt Lake City | San Diego | San Francisco | Seattle | Washington D.C. Canada: Ottawa | Toronto | Vancouver Mexico: Mexico City Benefits, Perks, and Wellbeing at Scribd Inc. *Benefits/perks listed may vary depending on the nature of your employment with Scribd Inc. and the geographical location where you work. - Healthcare Insurance Coverage (Medical/Dental/Vision): 100% paid for employees - 12 weeks paid parental leave - Short-term/long-term disability plans - 401k/RSP matching - Onboarding stipend for home office peripherals + accessories - Learning & Development allowance - Learning & Development programs - Quarterly stipend for Wellness, WiFi, etc. - Mental Health support & resources - Free subscription to the Scribd Inc. suite of products - Referral Bonuses - Book Benefit - Sabbaticals - Company-wide events - Team engagement budgets - Vacation & Personal Days - Paid Holidays (+ winter break) - Flexible Sick Time - Volunteer Day - Company-wide Employee Resource Groups and programs that foster an inclusive and diverse workplace. - Access to AI Tools: We provide free access to best-in-class AI tools, empowering you to boost productivity, streamline workflows, and accelerate bold innovation. Want to learn more about life at Scribd? www.linkedin.com/company/scribd/life [Upgrade to PRO to see link] We want our interview process to be accessible to everyone. You can inform us of any reasonable adjustments we can make to better accommodate your needs by emailing [Upgrade to PRO to see contact] about the need for adjustments at any point in the interview process. Scribd Inc. is committed to equal employment opportunity regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage people of all backgrounds to apply, and believe that a diversity of perspectives and experiences create a foundation for the best ideas. Come join us in building something meaningful.