Senior Analyst, Customer Experience & Support

Job Description

• Become the authority on our customer experience and unearth deep insights on the customer journey and our operations effectiveness • Define the metrics teams use to evaluate their success, perform analysis to understand the impact on growth, and track progress toward those results • Propose, design and analyze A/B tests using SQL, Python, R and/or other scripting and statistical tools • Present in key meetings and business reviews with our product leadership • Tackle complex problems inherent to a double-sided marketplace • Deliver insights that drive changes in product strategy

Qualifications

• Ability to drive analytics projects end-to-end in a fast-paced environment • Passion for getting into the details • Strong SQL skills • Experience with experimentation (A/B testing, causal inference) • Previous work with operations in a tech environment • Proficiency in one or multiple BI tools such as Looker or Tableau • Proficiency in Python or R a plus • Previous experience in a marketplace or e-commerce business • Previous experience working with Customer Experience/Customer Support/Customer 360 teams

Benefits

• The annual base salary range for this position in California and Washington • Individual base pay will depend on your skills, qualifications, experience, and location • Eligible for the annual bonus plan or sales incentive plan • Eligibility to participate in our long term equity incentive program