Job Description
We are currently seeking a skilled and motivated Data Analyst to join our Operations team and contribute to the day-to-day operational success of our Support side, focusing on data analysis, chat product automations, product oversight, and account management.
Responsibilities:
- Operational Data Analysis:
- Collect, analyze, and interpret day-to-day operational data for the Support team.
- Provide insights and recommendations to enhance operational efficiency and customer satisfaction.
- Chat Product Automation:
- Design, implement, and maintain automated processes within the chat product environment.
- Collaborate with cross-functional teams to ensure seamless integration of automation solutions.
- Chat Product Oversight:
- Monitor and analyze chat product performance, identifying areas for improvement.
- Work closely with product teams to implement enhancements based on data-driven insights.
- Account Management Data:
- Manage and analyze account management data, including revenue data and customer account information.
- Identify trends, anomalies, and opportunities for revenue growth and customer retention.
- Data Pipelines and Queries:
- Build and maintain data pipelines to ensure a steady flow of relevant data.
- Write and optimize SQL queries for data extraction, transformation, and loading (ETL) processes.
- Dashboard Creation:
- Develop and maintain dashboards to visualize key operational and performance metrics.
- Collaborate with stakeholders to understand reporting requirements and deliver actionable insights.
- CRM Tool Oversight:
- Oversee and analyze data within the CRM tool, ensuring data accuracy and completeness.
- Provide support to the team in utilizing CRM data for effective account management.
Requirements
- Proven experience of 1-2 years as a Data Analyst or similar role, preferably in an operational setting.
- Strong proficiency in SQL for querying and manipulating data.
- Experience with building and maintaining data pipelines.
- Familiarity with data visualization tools; experience with dashboard creation is a plus.
- Understanding of chat product environments and automation processes would be an added advantage.
- Excellent analytical and problem-solving skills.
- Strong communication skills and ability to present complex data insights to non-technical stakeholders.
- Prior experience in account management, data analysis and revenue reporting is advantageous.
- Familiarity with CRM tools and their role in account management.
