Customer Support Insights & WFM Analyst

As the Customer Support Insights & Workforce Management Analyst, you’ll be at the heart of how we empower our support teams to operate at their best. You’ll analyze support trends, forecast staffing needs, optimize workforce planning, and deliver insights that drive exceptional customer experiences. This is a highly cross-functional role, partnering closely with Core Support, Data & Analytics, and Customer Experience teams to build scalable processes and uncover actionable insights.

This role is ideal for someone who thrives on turning messy data into meaningful stories, is detail-obsessed, and gets energized by helping people do their jobs better through thoughtful design and analysis.

How you’ll make an impact:

• Forecast inbound support volume across channels (email, chat, phone) to drive proactive staffing plans and maintain service level agreements (SLAs).
• Analyze agent performance, scheduling efficiency, and customer interaction data to uncover trends, inefficiencies, and opportunities for improvement.
• Build and maintain operational dashboards that give real-time visibility into support metrics, workforce performance, and team KPIs.
• Develop data-informed insights and recommendations to improve staffing strategies, reduce ticket volume, and enhance customer satisfaction.
• Partner with cross-functional teams to improve support workflows, refine escalation paths, and reduce response/resolution times.
• Translate complex data into clear visuals and narratives for stakeholders across Product, Support, and Leadership.
• Support the rollout and implementation of WFM systems (e.g., Assembled, Verint, or similar) and contribute to long-term planning tools.
• Identify and implement process improvements using a data-driven lens.

The Skillset

• 2+ years of experience in Workforce Management, Support Analytics, Business Intelligence, or similar roles in a support or operations environment.
• Deep proficiency with Excel/Google Sheets, SQL, and BI tools like Sigma, Tableau, Looker, or Power BI.
• Hands-on experience with support systems like Salesforce Service Cloud, Zoom, Zendesk or similar.
• A strong analytical mindset with a love for solving problems through data and systems thinking.
• Clear communicator—able to present insights to both technical and non-technical audiences.
• Comfortable working cross-functionally and juggling multiple priorities in a fast-paced, evolving environment.
• Bonus: Experience with WFM tools (e.g., Assembled, Verint), scripting languages (Python/R), or exposure to forecasting models.