Full-Time

Data Analyst

Customer Operations

Updated on 12/20/2024

Scribd

Scribd

201-500 employees

Digital library and e-book subscription service

Consumer Software
Entertainment

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: Arizona, California, Colorado, Connecticut, Delaware, DC, Florida, Georgia, Hawaii, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Jersey, New York, Ohio, Oregon, Tennessee, Texas, Utah, Washington, Ontario (Canada), British Columbia (Canada), 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 provides access to a wide variety of reading materials, including e-books, audiobooks, magazines, and documents. Users pay a monthly subscription fee for unlimited access to this extensive library, which includes bestsellers, classic literature, and academic papers. Scribd partners with publishers and authors to share revenue, ensuring a diverse range of content. Unlike competitors like Amazon's Kindle Unlimited and Audible, Scribd offers a broader selection of content types and features a user-friendly interface. The platform also fosters community engagement through ScribdChat, allowing interaction between authors and readers, as well as curated reading lists that highlight relevant content. The goal of Scribd is to provide a comprehensive reading experience for casual readers, students, and professionals alike.

Company Stage

Late Stage VC

Total Funding

$102.9M

Headquarters

San Francisco, California

Founded

2007

Growth & Insights
Headcount

6 month growth

1%

1 year growth

-3%

2 year growth

-4%
Simplify Jobs

Simplify's Take

What believers are saying

  • Tony Grimminck's appointment as CEO may lead to strategic expansions.
  • The credit-based model could attract users preferring pay-per-use options.
  • Competitive pricing at $9.99 positions Scribd well against Audible.

What critics are saying

  • The credit-based model may alienate subscribers preferring unlimited access.
  • Spotify's audiobook expansion could draw subscribers away from Scribd.
  • New CEO's strategic changes might disrupt current operations or partnerships.

What makes Scribd unique

  • Scribd offers a diverse range of content types in one app.
  • The platform includes features like ScribdChat for author-reader interaction.
  • Scribd's user-friendly interface enhances the reading experience.

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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.