Technical Operations & Insights Analyst

Quick Facts

• Role: Technical Operations & Insights Analyst

• Team focus: Customer Operations & Support

Description

As a Technical Operations & Insights Analyst, you help determine where Support invests and how it scales by turning ambiguous questions into investment recommendations and measurable outcomes. You’ll identify and size opportunities across channel effectiveness, education, automation, and product improvements, then prioritize based on customer outcomes, quality, capacity, and cost. You’ll lead cross-functional analytical programs and communicate findings with clear writing and visualizations.

Responsibilities

• Identify and size opportunities to improve customer outcomes and operating efficiency

• Develop trusted metrics (e.g., cost per support interaction), including definitions and cost allocation

• Build reproducible analyses, data models, and reporting using SQL and Python or R with git and peer review

• Apply statistical inference to operational decisions (uncertainty and sensitivity analysis)

• Build scenarios connecting costs, benefits, capacity, and customer outcomes; partner with Finance on tradeoffs and measurement plans

• Lead analytical programs end-to-end: scope, delivery, adoption, and outcome review

• Communicate complex findings clearly, including assumptions and limits of evidence

• Drive adoption through documentation, data-quality checks, and ongoing ownership

Requirements

• 5+ years in analytics, strategy and operations, or a related analytical role, with a track record of influencing operational decisions

• Strong SQL and hands-on Python or R with reproducible workflows using git and peer review

• Practical fluency with AI-assisted tools, including validating their output

• Strong statistical and financial judgment for observational comparisons, uncertainty, and scenarios

• Demonstrated cross-functional delivery from scope through adoption while challenging assumptions with evidence

• Strong written, verbal, and visual communication for senior leaders

Benefits

• Equity

• Competitive health, dental, and vision coverage

• Retirement benefits with company contributions

• Parental leave and reproductive/family planning support

• Mental health and wellness benefits

• Paid time off (including paid sick leave and holidays per applicable law) and flexible PTO for eligible exempt employees

• Additional perks may include recharge days, cell phone and home internet reimbursements, lifestyle spending accounts

• Annual bonus plan for eligible non-sales roles; sales incentives for most sales roles