Customer Support Analytics Lead

Owning the data strategy and reporting function, the full-time Customer Support Analytics Lead will manage the capture, structure, and connection of data across Customer Support systems, ensuring high-quality data is utilized for informed decision-making, while working remotely within the United States or Canada. Key Responsibilities Build and maintain reports and dashboards to provide visibility into key performance metrics across the Customer Support organization Advise on the structural setup of Zendesk to ensure clean, consistent, and reliable data generation Define and enforce data hygiene standards to ensure accurate and trustworthy reporting across Customer Support systems Required Qualifications 5-8 years of experience in a data analyst, business intelligence, or systems analyst role, preferably in a customer support or operations environment Hands-on experience with Zendesk administration and configuration, including reporting and dashboard creation Fluency in SQL and experience with data and BI tools such as Omni or Metabase Strong analytical skills with the ability to translate complex datasets into actionable insights Experience in building and maintaining dashboards for non-technical stakeholders