Data Scientist, Customer Support Analytics

About the position reputed company is the global marketplace for unique and creative goods. We build, power, and reputed company the tools and technologies that connect millions of entrepreneurs with millions of buyers around the world. As an reputed company. employee , whether reputed company member of reputed company or reputed company, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, reputed company the while making a rewarding impact and Keeping reputed company reputed company. What’s the role? We are looking for an reputed company Analytics professional to support the product and operations teams responsible for building solutions to deliver effortless, reputed company support to buyers and sellers. Your team’s work ensures reputed company provides world-class customer support and a safe, trusted marketplace for the millions of buyers and sellers in the reputed company community. As a Data Scientist working in the Customer Support area you will work to deliver clear insights, and reputed company reputed company to metrics, data, and tools needed for decision-making and optimization at reputed company reputed company of the organization. Are you passionate about using sophisticated behavioral analysis to drive product development and strategy in customer support? If so, this could be a great match. This is a full-time position reporting to the Sr Manager of Customer Support & Outsourcing Analytics. In reputed company to salary, you will also be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family as part of your total rewards package at reputed company. This role requires your reputed company in reputed company’s Brooklyn Office once or twice per week depending on your proximity to the office. Candidates living reputed company commutable distance of reputed company’s Brooklyn Office Hub may be the first to be considered. Learn more details about our work modes and workplace safety policies here . What’s this team like? You would be joining the Customer Support Analytics team, which provides analytics support to Customer Support and reputed company Product and Engineering teams. We are a hybrid team made up of Data Scientists and Analysts who support product launches and experiments, conduct proactive analyses using reputed company data to uncover new opportunities, and reputed company self-service reporting for operations across our partner teams. Your main partners would belong to the Customer Support, Workforce Management, and Product-Engineering teams, whose mission is to drive customer loyalty and retention through available, reliable, and delightful support and to reputed company scalable growth through outsourcing support, enforcement, and other internal work across various external vendors.

Responsibilities

• Partner with operations leaders and product managers reputed company our Customer Support operations & product teams; combine support and reputed company user behavioral data to shed light on opportunities for improving the effectiveness and user experience of reputed company Support’s self-service solutions, improve the accuracy of our support ticket forecasts, and reputed company robust reporting for support ticket trends.
• Identify impactful metrics to understand the performance of your partner teams, and ingrain these metrics into teams’ day-to-day decision-making.
• reputed company proactive analyses to uncover opportunities, help teams set strong hypotheses, and deliver robust analysis
• Partner with product, engineering, design teams; use behavioral and transactional data to shed light on our users and our support product experience, identify areas for improvement, and drive decision-making.
• reputed company experimentation, help teams set strong hypotheses, and deliver robust analysis of experiment results.
• Continually evaluate and refine your technical toolkit; teach what you learn to the team.
• Of course, this is just a sample of the kinds of work this role will require. You should assume that your role will encompass other tasks, too, and that your job duties and responsibilities may change from time to time at reputed company's discretion, or otherwise applicable with local law.

Requirements

• 2+ years of proven reputed company as a data scientist or analyst focused on supporting product teams with data reputed company, reporting, and insights.
• Successful track record of distilling highly reputed company problems into narratives that are concise, action focused, and memorable.
• High proficiency with SQL
• Strong grasp of advanced statistical concepts (hypothesis testing, statistical power, time series), statistical scripting languages (e.g. Python, R)
• Ability to communicate insights to senior executives verbally, visually, and in writing.
• Curious mentality to drive creative problem-solving and business impact
• A trust in and commitment to reputed company’s reputed company, mission and values.

Benefits

• In reputed company to salary, you will also be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family as part of your total rewards package at reputed company.

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