Senior Data Analyst, Client Ops
New
E
EngineTravel and fintech
Remote - USAFull-TimeSenior
Salary114,000 - 158,700 USD per year
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Job Details
- Experience
- 5+ years of experience
- Required Skills
- SQLData AnalysisSnowflakeTableauData science
Requirements
- 5+ years of experience as a Data Analyst, with a heavy focus on Operations, Trust & Safety, or Customer Support Analytics.
- High proficiency in Tableau or Hex is preferred. You should be able to turn messy operational logs into clean, actionable dashboards.
- Advanced ability to write complex SQL queries to join disparate datasets (e.g., matching support tickets to platform usage logs).
- Experience identifying anomalies or patterns associated with fraud or platform abuse is a significant plus.
- An inquisitive mindset, when you see a spike in "Resolution Time," you don't stop until you find the technical or process-driven "why."
- Bachelor’s degree in a quantitative field (Statistics, Economics, Data Science, etc.).
Responsibilities
- Support Ecosystem Analytics: Own the reporting and optimization of Case Volume and Resolution Rates. You will identify bottlenecks in our support funnel and recommend strategies to decrease "Time to Resolve."
- Platform Vigilance: Monitor real-time data to detect site issues or technical anomalies that impact user experience, acting as the bridge between Client Ops and Engineering for rapid incident response.
- Fraud & Risk Mitigation: Develop and maintain dashboards to track suspicious activity and fraud patterns, ensuring the platform remains secure for all legitimate users.
- Operational Intelligence: Use Tableau to build comprehensive visualizations that allow leadership to see "at a glance" how effectively we are serving our clients and where the biggest operational risks lie.
- Root Cause Analysis: Investigate why certain issues recur. You won’t just report that volume is up; you’ll identify if it’s a product bug, a training gap, or a seasonal trend.
- Data Pipeline Advocacy: Partner with Data Engineering to ensure that data from our support tools and site logs are correctly ingested into Snowflake for deep-dive analysis.
- Strategic Recommendations: Translate complex operational data into clear, high-impact insights for senior leadership, focusing on how to scale our service model without increasing headcount linearly.
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