Senior Customer Operations Data Analyst

About The Company

At Scribd Inc. (pronounced “scribbed”), our mission is to spark human curiosity. Join our team as we create a world of stories and knowledge, democratize the exchange of ideas and information, and empower collective expertise through our four products:
Everand, Scribd, Slideshare, and Fable.

This posting reflects an approved, open position within the organization.

We support a culture where our employees can be real and be bold; where we debate and commit as we embrace plot twists; and where every employee is empowered to take action as we prioritize the customer.

When it comes to workplace structure, we believe in balancing individual flexibility and community connections. It’s through our flexible work benefit, Scribd Flex, that employees – in partnership with their manager – can choose the daily work‑style that best suits their individual needs. A key tenet of Scribd Flex is our prioritization of intentional in‑person moments to build collaboration, culture, and connection.

For this reason, occasional in‑person attendance is required for all Scribd Inc. employees, regardless of their location.

So what are we looking for in new team members? Well, we hire for “GRIT”. The textbook definition of GRIT is demonstrating the intersection of passion and perseverance towards long term goals. At Scribd Inc., we are inspired by the potential that this can unlock, and ask each of our employees to pursue a GRIT‑ty approach to their work. In a tactical sense, GRIT is also a handy acronym that outlines the standards we hold ourselves and each other to.

Here’s what that means for you: we’re looking for someone who showcases the ability to set and achieve Goals, achieve Results within their job responsibilities, contribute Innovative ideas and solutions, and positively influence the broader Team through collaboration and attitude.

As a Senior Customer Operations Data Analyst, you will play a pivotal role in analyzing support data (primarily through tickets and user feedback) to understand issues and insights, enhance decision‑making, and improve the overall user experience. You will work closely with cross‑functional teams to uncover root causes of customer support challenges and opportunities. The ideal candidate is a self‑starter who thrives in fast‑paced and ever‑changing environments.

You should be a passionate advocate for improving the customer journey through data‑driven insights.

As Scribd’s first formal analytics hire for the Customer Support team, this is a unique opportunity to shape and drive the analytics function within the department. You will be responsible for gathering, synthesizing, and improving insights across all functions of Customer Support. This includes collaborating with and mentoring peers, as well as hands‑on work to collect and analyze data related to key metrics such as Service Level Agreements (SLAs), Quality Assurance (QA), contact rate, customer support satisfaction, refunds, churn, and cost‑to‑support.

You will play a pivotal role in ensuring that data‑driven insights are used to enhance decision‑making and improve the overall user experience.

• Customer‑centric mindset with strong advocacy for customer needs
• Entrepreneurial, proactive approach to problem‑solving
• Ability to thrive in a dynamic and fast‑paced environment
• Understands how to leverage the latest technologies, including AI, to enhance customer support operations

• Data Collection, Synthesis, and Analysis: Gather, analyze, and interpret data to provide insights on customer support data and trends. Create pipelines for the collection and processing of new data from customer support sources.
• Reporting & Insights: Create comprehensive reports in Databricks, Looker, Google Sheets, Zendesk, and/or similar tools to monitor key metrics.
• Performance Metrics: Evaluate the effectiveness and performance of Customer Support goals, initiatives, and projects. Conduct in‑depth analyses of performance, measuring KPIs such as service level achievement, customer effort & satisfaction, and user retention.
• Customer Insights: Analyze customer feedback and behavior patterns in…