Support Strategy & Operations Sr. Analyst

Responsibility

• Lead quarterly and annual planning processes by developing complex, multi-variable forecasts and scenario analyses that inform strategic investments and resource allocation decisions
• Partner with cross-functional leadership—spanning Support, Product, Finance, and CX—to surface data-driven insights that improve business performance and translate findings into clear, prioritized recommendations
• Maintain and continuously optimize the Customer Support business rhythm, including preparing accurate, insights-rich content for monthly and quarterly business reviews to ensure leadership clarity on goals, scope, and performance trends
• Build and manage self-service dashboards and automated reporting pipelines that give stakeholders real-time visibility into key performance indicators, capacity trends, and operational health
• Act as an analytical lead or workstream owner on cross-functional initiatives—such as new tooling rollouts and process redesigns—ensuring that data-driven perspectives are embedded from planning through execution
• Own and contribute to data definitions, metric governance, and reporting standards, ensuring consistency across dashboards and business review materials and enabling stakeholders to trust and act on the data they see
• Own end-to-end analysis of the customer experience, identifying root causes of complex, systemic issues and recommending practical, measurable adjustments that reduce friction and improve satisfaction
• Analyze CSAT, NPS, and customer effort data to identify key drivers of satisfaction and dissatisfaction, translating Voice of Customer signals into actionable improvements for the support team
• Research industry best practices and operational models across top SaaS companies, identifying opportunities to improve team efficiency and proposing creative, innovative solutions to moderately complex operational challenges
• Partner with Workforce Management to develop capacity planning analyses that help the team anticipate demand, optimize staffing, and proactively address blockers before they impact execution
• Leverage emerging AI and automation tools to streamline routine analytical workflows, accelerate insight generation from complex datasets, and increase the overall impact and velocity of the team
• Evaluate new technologies, platforms, and analytical methodologies relevant to support operations, serving as an internal advocate for tools that improve how the team makes decisions and serves customers

What you bring

Basic

• Bachelor’s degree in Business, Economics, or a quantitative field (e.g., Statistics, Mathematics, Finance, Engineering, or related discipline)
• 5+ years of experience in business analytics, strategy, operations, or a related function, preferably within a SaaS or technology company
• Experience synthesizing complex, ambiguous datasets into clear narratives and actionable recommendations for senior stakeholders
• Experience leading or significantly contributing to planning cycles, business reviews, or strategic forecasting processes
• Experience presenting findings to cross-functional and executive audiences
• Experience managing multiple priorities in a fast-paced environment, proactively anticipating blockers and pivoting as business context evolves
• Experience with SQL for ad hoc data querying, exploration, and pipeline validation

Preferred

• Experience working within or in close partnership with Customer Support, Customer Success, or Customer Experience functions
• Advanced proficiency in data analysis and visualization tools such as Salesforce CRM Analytics, Tableau, Looker, or Power BI; ability to build and maintain executive-level dashboards
• Familiarity with CRM or service management platforms such as Salesforce Service Cloud, Zendesk, or ServiceNow
• Hands-on experience applying AI or machine learning tools to business analysis or workflow automation
• Advanced Excel or Google Sheets skills, including financial modeling and scenario analysis
• Experience with Python or R for advanced data analysis or automation tasks
• Excellent written and verbal communication skills