Full-Time

Data Analyst

Customer Operations

Confirmed live in the last 24 hours

Scribd

Scribd

201-500 employees

Digital library and e-book subscription service

Consumer Software
Education

Compensation Overview

$47k - $92.5kAnnually

+ Equity Ownership

Junior, Mid

Remote in USA + 1 more

More locations: Remote in Canada

Remote employees must have their primary residence in specified states in the US, Ontario, British Columbia, or Mexico.

Category
Data Analysis
Data & Analytics
Required Skills
SQL
Zendesk
JIRA
Databricks
Data Analysis
Excel/Numbers/Sheets
Requirements
  • Minimum 2 years of experience in an analytical or reporting role in Customer Support or Customer Operations within a digital consumer industry
  • Proficient in using data analytics tools including SQL, Databricks, and creating dashboards
  • At least 1 year of experience presenting data to diverse stakeholders
  • Strong working knowledge of MS Excel and/or Google Sheets
  • Bachelor's degree (BA/BS) required
  • Detail-oriented with strong analytical, critical thinking, and problem-solving skills
  • Strong verbal and written communication skills, capable of translating data into clear, actionable insights
  • Ability to work independently, manage multiple tasks, prioritize effectively, and meet deadlines in a fast-paced environment
  • Experience with Jira for project management is a plus
  • Experience with Zendesk or similar customer service tools is highly preferred
  • Experience with subscription-based business models is a plus
  • Experience working with BPOs in an outsourced environment is a nice to have
Responsibilities
  • Gather, analyze, and interpret data to provide insights on customer support data and trends
  • Create comprehensive reports summarizing data, findings and actionable recommendations to drive business decisions. Build and maintain dashboards in Zendesk, Looker, Google Sheets and/or similar tools to monitor key metrics.
  • Track and analyze key performance metrics such as response times, resolution rates, and customer satisfaction scores, comparing them against business goals and industry standards.
  • Analyze customer feedback and behavior patterns in customer support data to understand drivers of customer satisfaction and loyalty.
  • Work cross-functionally with stakeholders across Customer Support, Product, and User Research
  • Utilize the latest tools and technologies, including AI and automation, to enhance customer support operations and increase efficiency.
  • Through data analysis, identify opportunities for process improvement projects to improve operational efficiency and execution.
  • Ability to understand, document, and communicate business requirements for projects and process changes

Scribd is a digital library and e-book subscription service that offers unlimited access to a wide range of content, including e-books, audiobooks, magazines, and documents, for a monthly fee. Users can explore a diverse collection that caters to casual readers, students, and professionals, while Scribd partners with publishers and authors to share revenue. What sets Scribd apart from competitors like Kindle Unlimited and Audible is its variety of content types and user-friendly interface, along with community features like ScribdChat and curated reading lists. The goal of Scribd is to provide a comprehensive resource for readers, making digital content easily accessible.

Company Stage

Late Stage VC

Total Funding

$102.9M

Headquarters

San Francisco, California

Founded

2007

Growth & Insights
Headcount

6 month growth

3%

1 year growth

-5%

2 year growth

-1%
Simplify Jobs

Simplify's Take

What believers are saying

  • Tony Grimminck's appointment as CEO may lead to strategic expansions.
  • Scribd's competitive pricing at $9.99 attracts cost-conscious consumers.
  • The shift to a credit-based model may attract pay-per-use users.

What critics are saying

  • The credit-based model may alienate subscribers preferring unlimited access.
  • Spotify's competitive pricing could draw subscribers away from Scribd.

What makes Scribd unique

  • Scribd offers a diverse range of content types in one platform.
  • Scribd's user-friendly interface enhances the reading experience for subscribers.
  • ScribdChat allows interaction between authors and readers, fostering community engagement.

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Benefits

Diversity, Equity, and Inclusion - A robust Diversity, Equity and Inclusion program that includes company-wide training, equitable hiring best practices, Employee Resource Groups, and company-wide goals.

Scribd flex - We embrace flexibility as a key principle and will allow employees, in partnership with their manager, to choose the workstyle that best suits their individual needs and preferences.

Health, Dental, Vision, Life & Disability - We offer comprehensive healthcare plans and cover premiums for employees at 100%. PPO, HMO, and High Deductible Health Plans are available so you can choose whichever coverage supports your lifestyle best.

Matching 401(k) - Easily save for retirement with our 401(k) plan and take advantage of up to 3% company match with no waiting period.

Paid Time Off - A generous paid time off program that includes vacation time, personal days, sabbaticals, volunteer time, winter break, sick time, and more.

Paid parental leave - We provide paid time away from work for our new biological, adoptive, or foster parents.

Wellbeing - Resources, workshops & events to support your wellbeing journey: Mind, Body & Soul.

Curated Career Paths and Continuous Learning - The power to explore career paths & possibilities, and the tools to support your growth. From continuing education, degrees, or certifications, we support our employee’s career journeys.