We are looking for a Sr. Analyst, Customer Support to serve as the dedicated analytics partner to our Customer Support organization within CX Operations. This role is responsible for turning operational data into the metrics, insights, and narratives that drive decisions across 17 software products—owning reporting cadences, monitoring KPIs, and translating business requirements into clear Power BI dashboard specifications. The Sr. Analyst partners closely with the Head of Customer Support, the Director of Reporting & Analytics, and our internal BI engineering team to ensure that support leaders have the accurate, timely, and actionable data they need to manage the function at scale.What you'll do:Own the weekly reporting cadence for the Head of Customer Support and ops leadership—on time, every timeOwn the Customer Support section of the monthly ops reporting pack presented to the ELTTranslate business requirements into clear dashboard specifications for the Power BI engineering teamEnsure accuracy and reliability of all Customer Support reporting outputs—serving as the quality gate for all deliverablesInterpret dashboard data and surface the narrative behind the numbers for functional leadersKPI Monitoring & Operational InsightsMonitor SLA attainment, ticket volume trends, CSAT, first contact resolution, and time-to-resolve across all productsProactively flag anomalies and emerging trends before they become escalationsConduct deep-dive analyses when metrics move unexpectedly or when root cause understanding is neededSupport workforce planning and capacity tracking for the Support functionKPI Definition & GovernancePartner with the Head of Customer Support to define and maintain core metric definitions and targetsStandardize metric definitions in alignment with the Director of Reporting & Analytics and the peer analyst roleMaintain documentation for data sources, metric logic, and reporting processesServe as the business‑side owner of Support data—partnering with engineering on data quality in Zendesk and SalesforceCross‑Functional PartnershipAct as the primary liaison between Customer Support leadership and the Power BI engineering teamCoordinate dashboard requirements, prioritization, and iteration cycles with the engineering teamCollaborate with Finance, RevOps, and the peer analyst as needed to align on shared definitions and reportingWhat you'll bring:4–6 years in an analytics, reporting, or business analyst role supporting Customer Support, CX, or operationsSolid SQL skills—ability to pull and manipulate data independently across multiple source systemsComfort working with and interpreting Power BI dashboards, including the ability to write clear specifications for what needs to be builtHands‑on experience with Zendesk or Salesforce Service Cloud dataStrong ability to translate data into a clear narrative—understanding what the numbers mean, not just what they areExceptional attention to detail and commitment to reporting accuracy—day‑to‑day reliability is non‑negotiable in this roleClear written and verbal communication skills, with the ability to present findings to operational leaders without jargonExperience in or strong familiarity with SaaS environments and support operations concepts (tiered support models, SLA structures, CSAT methodology)Experience writing dashboard or reporting requirements for a BI or engineering team (preferred)Experience contributing to ELT or board‑level reporting packs (preferred)Why This Role:Play a foundational role in a newly built Reporting & Analytics function within CX Strategy—this is not a backfill, it's a buildWork directly with senior leadership, including the Head of Customer Support and the VP of CX Strategy, with real influence on how the function is managedOwn meaningful reporting outputs—from daily operational cadences to monthly ELT packs—with visibility across the organizationOperate across a modern reporting stack: Power BI, Salesforce, Zendesk, Kantata, and Monday.comJoin a company scaling quickly through acquisition and organic growth, where analytical rigor is increasingly central to how decisions get madeBenefits:Medical, dental, and vision insurance options100% Employer paid short/long term disability100% employer‑paid Basic Life and AD&D insurance401(k) retirement plan with a 100% company match up to 4%Flexible paid personal/vacation time built on mutual trust and accountability10 sick days annually12 weeks paid parental leaveInclusion and Diversity:Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws.#J-18808-Ljbffr