Customer Support Data Analyst, Scribd
CA$59-87.5k
Salary for candidates based in the US; $47,000 - $92,500 dependent on location. + Equity
E-book and audiobook subscription service
Be an early applicant
E-book and audiobook subscription service
201-500 employees
Be an early applicant
CA$59-87.5k
Salary for candidates based in the US; $47,000 - $92,500 dependent on location. + Equity
201-500 employees
Company mission
To revolutionize the way the world reads and learns.
Role
Who you are
- 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
- 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
- Minimum 2 years of experience in an analytical or reporting role in Customer Support or Customer Operations within a digital consumer industry
- Proficient in using data analytics tools including SQL, Databricks, and creating dashboards
- At least 1 year of experience presenting data to diverse stakeholdersStrong working knowledge of MS Excel and/or Google Sheets
- Bachelor's degree (BA/BS) required
- Detail-oriented with strong analytical, critical thinking, and problem-solving skills
- Strong verbal and written communication skills, capable of translating data into clear, actionable insights
- Ability to work independently, manage multiple tasks, prioritize effectively, and meet deadlines in a fast-paced environment
- Experience with Jira for project management is a plus
- Experience with Zendesk or similar customer service tools is highly preferred
- Experience with subscription-based business models is a plus
- Experience working with BPOs in an outsourced environment is a nice to have Recruiting form information
What the job involves
- As a Customer Support 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.
- Data Collection & Analysis: Gather, analyze, and interpret data to provide insights on customer support data and trends
- Reporting & Insights: Create comprehensive reports summarizing data, findings and actionable recommendations to drive business decisions. Build and maintain dashboards in Zendesk, Looker, Google Sheets and/or similar tools to monitor key metrics
- Performance Metrics: Track and analyze key performance metrics such as response times, resolution rates, and customer satisfaction scores, comparing them against business goals and industry standards
- Customer Insights: Analyze customer feedback and behavior patterns in customer support data to understand drivers of customer satisfaction and loyalty
- Collaboration: Work cross-functionally with stakeholders across Customer Support, Product, and User Research
- Leveraging Technology: Utilize the latest tools and technologies, including AI and automation, to enhance customer support operations and increase efficiency
- Process Improvement: Through data analysis, identify opportunities for process improvement projects to improve operational efficiency and execution
- Project Support: Ability to understand, document, and communicate business requirements for projects and process changes
Our take
The world's biggest site for social reading and publishing, Scribd's website has over 250 million unique visitors each month and a vast content library, consisting of over 200 million audiobooks, magazines, ebooks and newspapers as well as media created by the Scribd community.
While Scribd is the largest social reading site, it is not alone in offering this kind of media. It competes against some major players, the largest of which are Amazon's Kindle and Audible offerings, but also includes the likes of BookMate and the non-profit Internet Archive. Where it stands aside is in its feature-rich reader and the sheer diversity of its library, which, thanks to partnerships with several major publishers, features numerous popular titles as well as a range of independent creators.
Further differentiating it from competitors, the company taken a firm stand on social issues, in particular the recent wave of book bannings taking place across the United States. By making the banned titles freely available it hopes to do its part in preserving literary freedom. With this tendency showing no signs of slowing down, Scribd's intervention in this area could prove to be important.
Kirsty
Company Specialist
Insights
Few candidates hear
back within 2 weeks
0% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Nov 2019
$58m
LATE VC
Jan 2015
$22m
LATE VC
Total funding: $105.8m
Company benefits
- Healthcare Insurance Coverage (Medical/Dental/Vision): 100% paid for employees
- 12 weeks paid parental leave
- Short-term/long-term disability plans
- 401k/RSP matching
- Tuition Reimbursement
- Learning & Development programs
- Quarterly stipend for Wellness, Connectivity & Comfort
- Mental Health support & resources
- Free subscription to Scribd + gift memberships for friends & family
- 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 Diversity, Equity, & Inclusion programs
Company values
- Community -- Community and culture are paramount at Scribd. We curate meaningful moments to bring employees together for connection, collaboration and celebration
- Characters with character -- We believe diverse stories and backgrounds are what make Scribd great. From sourcing candidates all the way to extending offers, our hiring practices prioritize diversity, equity, and inclusion
- Growth Mentality -- We believe that ongoing training and development bring out the best in our employees and our company as a whole.
Company HQ
China Basin, San Francisco, CA
Articles
Leadership
Trip Adler
(CEO)Having studied at Harvard until 2006, they co-founded Scribd in March 2017. They have worked as CEO ever since then.
Share this job
View 15 more jobs at Scribd