THE CHALLENGE

The global Customer Service team is dedicated to empowering attendees and creators through help interactions that are easy, accessible, educational, and tailored. As Eventbrite’s customer base grows and evolves, we need to thoughtfully leverage data to ensure our customer experience grows and evolves with them. This role will be filled by a self-starter who will equip Customer Service leaders with data and interpretations to inform and drive business decisions.

THE TEAM

Partnering daily with Customer Service leadership, this role sits in the Customer Strategy & Operations team. We are a small but mighty team focused on driving global consistency and excellence through process improvement and analytics to uncover actionable insights – both at the strategic and tactical levels.

THE ROLE

The Senior SQL Data Analyst will utilize SQL to identify actionable insights – both at the strategic and tactical levels - that drive business decisions, regularly presenting to business leaders and executive management. Their work will help optimize the customer experience by building deliverables that facilitate timely and responsive action, measuring the impact of program changes, and conducting analyses to proactively uncover opportunities for improvement in quality or scale. To be successful in this role, they will need to be disciplined, proactive, and curious. The ideal candidate is an experienced business analyst who loves challenges and succeeds at juggling multiple assignments in a fast-paced environment. 

YOU WILL

• Translate both strategic and tactical questions into analytics requirements, collect and analyze data using SQL, and organize the findings in a cohesive narrative to drive action
• Deliver recurring Customer Success metrics packs across the reactive, proactive, and self-service offerings
• Develop scalable reporting and dashboards to monitor leading and lagging indicators 
• Identify opportunities to improve process, efficiency, profitability, and productivity 
• Assist in setting targets for new initiatives and proactive campaigns, tracking ongoing progress

THE SKILLSET

• Required Skills: Minimum 2 years experience with SQL, Excel,  and Tableau (or equivalent software)
• 3-5 years of relevant experience in data science, analytics, or consulting 
• Advanced SQL skills, including experience writing and debugging queries
• Strong understanding of statistical concepts, inference, and data visualization
• Working knowledge of analytical and data visualization tools (Tableau & Python)
• Excellent written and verbal communications: Clearly and concisely articulate complex concepts to both technical and non-technical partners
• Proven ability to prioritize, communicate, and influence cross-functional teams effectively
• Familiarity with customer success metrics, including knowledge base / help center, support, and proactive outreach key performance indicators
• Proven analytical and quantitative skills with an ability to use data and metrics to back up assumptions, develop business cases, and complete root cause analyses 
• Preferred Skills: Salesforce, Google Analytics, Genesys, Social Studio (or equivalent software)