Job Title

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. Its through our flexible work benefit, Scribd Flex, that employees in partnership with their manager can choose the daily workstyle that best suits their individual needs. A key tenet of Scribd Flex is our prioritization of intentional inperson moments to build collaboration, culture, and connection. For this reason, occasional inperson 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 GRITty 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. Heres what that means for you: were looking for someone who showcases the ability to set and achieve G oals, achieve R esults within their job responsibilities, contribute I nnovative ideas and solutions, and positively influence the broader T eam through collaboration and attitude. About The Role & Team 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 decisionmaking, and improve the overall user experience. You will work closely with crossfunctional teams to uncover root causes of customer support challenges and opportunities. The ideal candidate is a selfstarter who thrives in fastpaced and everchanging environments. You should be a passionate advocate for improving the customer journey through datadriven insights. As Scribds 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 handson 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 costtosupport. You will play a pivotal role in ensuring that datadriven insights are used to enhance decisionmaking and improve the overall user experience. Key Attributes For Success Customercentric mindset with strong advocacy for customer needs Entrepreneurial, proactive approach to problemsolving Ability to thrive in a dynamic and fastpaced environment Understands how to leverage the latest technologies, including AI, to enhance customer support operations You Will 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 indepth 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 response to product changes and on an ongoing basis. Forecasting: Forecast contact volumes and capacity needs. Roadmapping: Collaboratively manage the Customer Supports data analysis roadmap with leadership. Collaboration: Work crossfunctionally with stakeholders across Customer Support, Data & Analytics, Product, Engineering, and User Research. Leveraging Technology: Use AI and BI to enhance customer support operations and increase efficiency. Develop and maintain dashboards and reports and own communication of critical marketing metrics and campaign performance to team leads and executive stakeholders. Process Improvement: Provide actionable insights to stakeholders through data analysis, and identify opportunities for improvements operational efficiency. Stay informed about the latest Customer Support trends, analytics tools, and methodologies to continuously improve performance and methodologies. Project Support: Understand, document, and communicate business requirements for projects and process changes. You Have 3+ years of experience in an analytical or reporting role in Customer Support or Customer Operations within a digital consumer industry, with a strong focus on working autonomously to solve problems. Proficient in using data analytics tools including SQL, Python, Databricks, Looker, and Zendesk Explore (or similar BI tools). Strong working knowledge of MS Excel and/or Google Sheets A Bachelors or Masters degree in a quantitative field (e.g., Statistics, Mathematics, Economics, or Computer Science). Solid knowledge of statistical concepts, including experimental design, hypothesis testing, regression analysis, and forecasting. Exceptional communication and presentation skills, with the ability to translate complex data into clear, actionable recommendations for technical and nontechnical stakeholders. Understanding of measurement methodologies and reporting capabilities in ad platforms like Google Ads and Meta Ads a plus. A passion for analyzing user behavior and proven ability to combine productlevel and CS data with customerlevel data to understand key drivers of performance. Experience with agile workflows and collaboration across product, research, and operations teams. Detailoriented with strong analytical, critical thinking, and problemsolving skills Ability to work independently, manage multiple tasks, prioritize effectively, and meet deadlines in a fastpaced environment. Experience working with BPOs in an outsourced environment is a nice to have. Compensation At Scribd, your base pay is one part of your total compensation package and is determined within a range. Our pay ranges are based on the local cost of labor benchmarks for each specific role, level, and geographic location. San Francisco is our highest geographic market. In California, the reasonably expected salary range is between $115,000 and $148,000. In the United States outside of California, the range is $109,500 to $140,000. In Canada, the range is $102,500CAD to $130,000CAD. This position is also eligible for a competitive equity ownership and a comprehensive benefits package. Working at Scribd Inc. Are you currently based in a location where Scribd Inc. can employ you? Employees must have their primary residence in or near one of the following cities. United States : Atlanta, Austin, Boston, Dallas, Denver, Chicago, Houston, Jacksonville, Los Angeles, Miami, New York City, Phoenix, Portland, Sacramento, Salt Lake City, San Diego, San Francisco, Seattle, Washington D.C. Canada : Ottawa, Toronto, Vancouver Mexico : Mexico City Benefits, Perks, And Wellbeing At Scribd Inc. Benefits/perks listed may vary depending on the nature of your employment with Scribd Inc. and the geographical location where you work. Healthcare Insurance Coverage (Medical/Dental/Vision): 100% paid for employees 12 weeks paid parental leave Shortterm/longterm disability plans 401k/RSP matching Onboarding stipend for home office peripherals + accessories Learning & Development allowance Learning & Development programs Quarterly stipend for Wellness, WiFi, etc. Mental Health support & resources Free subscription to the Scribd Inc. suite of products Referral Bonuses Book Benefit Sabbaticals Companywide events Team engagement budgets Vacation & Personal Days Paid Holidays (+ winter break) Flexible Sick Time Volunteer Day Companywide Employee Resource Groups and programs that foster an inclusive and diverse workplace. Access to AI Tools: We provide free access to bestinclass AI tools, empowering you to boost productivity, streamline workflows, and accelerate bold innovation. Learn More About Life at Scribd Want to learn more about life at Scribd? www.linkedin.com/company/scribd/life Equal Employment Opportunity Scribd Inc. is committed to equal employment opportunity regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage people of all backgrounds to apply, and believe that a diversity of perspectives and experiences create a foundation for the best ideas. Come join us in building something meaningful. We want our interview process to be accessible to everyone. You can inform us of any reasonable adjustments we can make to better accommodate your needs by emailing [email protected] about the need for adjustments at any point in the interview process. #J-18808-Ljbffr