About The Role

We are looking for an inquisitive, SQL‑proficient Support Operations Analyst to join our Data team. In this role, you will analyze support operations data to identify bottlenecks, defects, frictions, optimize workflows, identify product improvements, and align agent performance with our core company OKRs: Retention and Conversion. You will work closely with the Data Science Manager and the Operations team to transform chat logs, support metrics, and operational data into actionable insights that improve efficiency and elevate our customer support operations.

Responsibilities

• Operational Dashboarding: Build and maintain automated dashboards using BI tools to monitor agent throughput, queue wait times, and SLA compliance.
• Root Cause Analysis: Analyze ticket inflow and support workflows to identify preventable issues and operational bottlenecks.
• Performance Insights: Develop and test agent performance metrics that ...