Sr. Analyst, Customer Support

Sr. Analyst, Customer Support

Location: Austin, TX (Hybrid), Remote

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

Reporting & Insights Ownership

• Own the weekly reporting cadence for the Head of Customer Support and ops leadership—on time, every time
• Own the Customer Support section of the monthly ops reporting pack presented to the ELT
• Translate business requirements into clear dashboard specifications for the Power BI engineering team
• Ensure accuracy and reliability of all Customer Support reporting outputs—serving as the quality gate for all deliverables
• Interpret dashboard data and surface the narrative behind the numbers for functional leaders

KPI Monitoring & Operational Insights

• Monitor SLA attainment, ticket volume trends, CSAT, first contact resolution, and time-to-resolve across all products
• Proactively flag anomalies and emerging trends before they become escalations
• Conduct deep-dive analyses when metrics move unexpectedly or when root cause understanding is needed
• Support workforce planning and capacity tracking for the Support function

KPI Definition & Governance

• Partner with the Head of Customer Support to define and maintain core metric definitions and targets
• Standardize metric definitions in alignment with the Director of Reporting & Analytics and the peer analyst role
• Maintain documentation for data sources, metric logic, and reporting processes
• Serve as the business-side owner of Support data—partnering with engineering on data quality in Zendesk and Salesforce

Cross-Functional Partnership

• Act as the primary liaison between Customer Support leadership and the Power BI engineering team
• Coordinate dashboard requirements, prioritization, and iteration cycles with the engineering team
• Collaborate with Finance, RevOps, and the peer analyst as needed to align on shared definitions and reporting

What you'll bring

• 4–6 years in an analytics, reporting, or business analyst role supporting Customer Support, CX, or operations
• Solid SQL skills—ability to pull and manipulate data independently across multiple source systems
• Comfort working with and interpreting Power BI dashboards, including the ability to write clear specifications for what needs to be built
• Hands-on experience with Zendesk or Salesforce Service Cloud data
• Strong ability to translate data into a clear narrative—understanding what the numbers mean, not just what they are
• Exceptional attention to detail and commitment to reporting accuracy—day-to-day reliability is non-negotiable in this role
• Clear written and verbal communication skills, with the ability to present findings to operational leaders without jargon
• Experience 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 build
• Work directly with senior leadership, including the Head of Customer Support and the VP of CX Strategy, with real influence on how the function is managed
• Own meaningful reporting outputs—from daily operational cadences to monthly ELT packs—with visibility across the organization
• Operate across a modern reporting stack: Power BI, Salesforce, Zendesk, Kantata, and Monday.com
• Join a company scaling quickly through acquisition and organic growth, where analytical rigor is increasingly central to how decisions get made

The Company offers a comprehensive employee benefits program, including:

• Medical, dental, and vision insurance options
• 100% Employer paid short/long term disability
• 100% employer-paid Basic Life and AD&D insurance
• 401(k) retirement plan with a 100% company match up to 4%
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company paid holidays
• 12 weeks paid parental leave

Inclusion 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.

Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more.

Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities.

Interview Process & Expectations Our interviews are designed to be interactive and conversational. Candidates are expected to respond based on their own experience and thinking during live interviews.

To ensure a fair and consistent interview experience, the use of real-time AI tools or other external assistance to generate or guide interview responses is not permitted. Interviews are intended to reflect an individual's judgment, problem-solving approach, and communication.

Candidates must be authorized to work in the United States for the duration of employment without requiring current or future employer sponsorship of any kind, including but not limited to OPT, STEM OPT, H-1B, or any other visa classification.

CCPA Disclosure Notice: Click Here

Skills

Accidental Death and Dismemberment (AD&D), Analysis Skills, Animal Care, Business Analysis, Business Intelligence, Cadence, Channel Strategies, Cloud Computing, Communication Skills, Cross-Functional, Customer Service Operations, Customer Support/Service, Dance, Data Quality, Dental Insurance, Detail Oriented, Diversity, Documentation, Establish Priorities, Finance, Insurance, Leadership, Metrics, Operational Support, Performance Metrics, Power BI, Power Engineering, Presentation/Verbal Skills, Problem Solving Skills, Reporting Dashboards, Requirements Management, SQL (Structured Query Language), Salesforce.com, Service Level Agreement (SLA), Software as a Service (SaaS), Standards Development, Time Management, Trend Analysis, Vision Plan, Workforce Planning, Writing Skills, ZenDesk

About the Company

Togetherwork