We're looking for a skilled Senior/Expert Data Analyst to take full ownership of customer care analytics, driving actionable insights and supporting decision-making across the organization.

🎯 Responsibilities

1. Own the measurement of customer satisfaction across all care channels, diagnosing root causes, quantifying impact on retention, and delivering insights to improve operations
2. Build evaluation frameworks for AI-powered care tools (e.g., chatbots, automated resolution, agent assist), measuring deflection rates, resolution quality, and cost-per-contact
3. Translate care contact patterns into product root-cause insights to reduce Contact Rate and improve Perfect Order Rate
4. Own your analytical domain end-to-end, from data model to boardroom decision; serve as the primary expert and resource
5. Partner directly with senior leadership to shape business questions and drive data-informed decisions
6. Mentor junior analysts and elevate team problem-solving approaches (at Staff level)

🛠️ Requirements

1. Proven skills in SQL and experience working with large, complex datasets
2. Demonstrated ability to own analytical problem spaces end-to-end with outcomes that influence business direction
3. Strong analytical mindset with understanding of causal vs. correlational reasoning and the ability to design measurement frameworks from scratch
4. Excellent communication and storytelling skills to present complex analyses in clear, actionable narratives for senior stakeholders
5. Experience in business analytics, commercial strategy, or customer-facing operations domains (marketplace, e-commerce, logistics, or similar)
6. 5+ years of experience in data analytics or equivalent hands-on analytical ownership

➕ Nice to have

1. Proficiency in Python for statistical analysis, modeling, or analytical automation
2. Familiarity with care platforms (Zendesk, Intercom), pricing/revenue management, or logistics/carrier analytics
3. Experience designing and analyzing experiments (A/B tests, holdouts, incrementality measurement) in an operational context

🛠️ Tech Stack

1. Google BigQuery (Data Warehouse)
2. dbt (Data Transformation)
3. Omni, Amplitude (Visualization & BI)
4. SQL (essential), Python (very useful)
5. Zendesk, Intercom (Care Tooling)
6. Experimentation with A/B testing and incrementality frameworks

🤗 We offer

1. Impact-driven work environment focused on positive environmental and social outcomes
2. Hybrid work model with 2 remote days per week, 1 full remote week per quarter, plus 3 flex days
3. Employee Resource Groups, mentorship programs, accessibility policies, and cultural competency training
4. Hands-on career development in an innovative and fast-paced setting