We re looking for Customer Support Analyst, who will be conducting research and delivering business insights to support data-driven decision-making and optimization of business processes in Customer Support team
Wrike Support is a diverse, multicultural team, responsible for building relationships with our customers and assisting them with any challenges they encounter.
In this role, you will be responsible for providing business insights based on data analysis and assisting to implement change management based on those findings, defining key business metrics, and supporting the management team with the reporting and ad-hoc analysis required to make crucial business decisions.
At Wrike, we believe that work should be both challenging and fun. Were growing rapidly and provide excellent opportunities for professional growth. Were smart, passionate, friendly, and professional and are looking for the same qualities in you.
Job Scope and Accountabilities:
Compile, interpret, and present weekly monthly reports on key metrics (SLA attainment, customer satisfaction, team load efficiency, etc)
Automate recurrent reports, create, maintain and improve appropriate dashboards and data sources
Conduct ad hoc analysis and deliver business insights to support data-driven decision-making in both run-the-business and change-the-business activities
Partner with Operations and Leadership teams to implement new metrics and approaches to resolve possible areas for process improvement
Collect historical data and directional inputs from stakeholders to forecast team load and capacity
Experience Requirements
Good knowledge of SQL, databases (we use Google BigQuery) and statistics basics
Knowledge of BI tools (we use Tableau, Zendesk Explore) and proven experience in data visualization
Strong analytical and problem-solving skills
Desired Skills
Experience working within a customer support/success organization, understanding customer lifecycle and support processes is a plus
A tendency to think about overall business value rather than numbers and charts
Communicative and friendly; a strong team player, ready to learn
Experience with Python
Interpersonal skills:
Display great people skills, connecting effectively with individuals, demonstrating friendliness, empathy, and tact, and maintaining composure under pressure during difficult interpersonal situations.
Critical thinker, generally curious a true problem solver
Passionate about learning and improving every day, and motivated to excel
Open to feedback; coachable
Strong team player
Self-starter with strong ownership skills, willing to go above and beyond the job
