Customer Support Systems & Analytics Lead
$1,665,600–$2,082,000 year
On-siteSan Francisco, California, United States
Job Summary
Build and maintain unified reporting dashboards that provide clear visibility into key performance metrics across internal support teams and BPO partners. Configure Zendesk instances to generate reliable, consistent data while enforcing strict data hygiene standards for accurate, reproducible reporting. Monitor AI chatbot analytics to ensure quality reviews and decision-making support, then translate raw data into actionable recommendations for resourcing, tooling, and strategy. Partner with cross-functional teams including Product, Data, and Finance to assess system capabilities and optimize the reporting stack. Document data structures and methodologies to retain institutional knowledge.
Required Qualifications
- 5-8 years of experience in a data analyst, business intelligence, or systems analyst role
- ideally within a customer support or operations environment
- Hands-on experience with Zendesk administration and configuration
- including views, fields, triggers, and reporting
- using Zendesk Analytics to build reports and dashboards
- Fluency in SQL
- experience working with data and BI tools such as Omni, Metabase, or similar
- Strong analytical thinking
- ability to turn complex datasets into clear, actionable insights
- Experience building and maintaining dashboards and reports for non-technical stakeholders
- Deep understanding of data hygiene principles
- how system configuration impacts data quality
- Excellent communication skills
- ability to present data findings clearly to stakeholders at all levels
- Collaborative mindset
- experience working cross-functionally across teams such as Operations, Product, and Engineering
Desired Qualifications
- Experience working with AI chatbot or conversational analytics platforms
- Familiarity with other CS tools such as Intercom, Guru, or Rippit (formerly known as MaestroQA)
- Experience working in a high-growth SaaS or fintech environment
- Background in supporting data-driven workforce planning or CS strategy initiatives
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