Data Analyst

About the job:

You will own the analytics function for Tapcheck's Customer Support organization. Your job is to make sure Support leadership always has a clear, credible picture of how the team is performing and what the data says they should do about it. That means maintaining the standards for what gets measured, keeping the dashboards and frameworks that surface those metrics accurate, and producing the analyses that drive real decisions on strategy, investment, and priorities.

The right candidate is comfortable working with ambiguity, can scope their own problems, and knows the difference between producing a report and driving a decision.

This role offers both a remote and hybrid option. Employees located within 30 miles of Plano TX, are required to be in-office Tuesday through Thursday each week.

If remote, Ideally, candidates will sit in the following states: AL, AZ, CA, CO, DC, DE, FL, GA, ID, IL, LA, MI, MA, MO, NC, NH, NJ, NV, NY, PA, OR, OH, RI, SC, TX, UT, VA, WA, WI.

 

What You’ll Do:  

- Maintain the KPI standards for Customer Support: document how each metric is calculated and interpreted, keep definitions current across data platforms, and flag to leadership when targets may need adjustment.

- Build and maintain dashboards in Omni Analytics (our BI platform) that serve analyst, manager, and leadership audiences; maintain the semantic layer and metric definitions so every team measures the same things the same way.

- Produce formal analyses and recommendations on volume trends, resolution efficiency, CSAT, contact rate, and cost performance; frame findings in terms of business impact, not just numbers.

- Identify anomalies and performance gaps in Support data; bring a recommended course of action to leadership rather than a flag, and track the response through to resolution.

- Consult on SQL, Snowflake, and BI standards used for Support reporting; ensure Support modeling approach, query patterns, and tooling match organizational stan...