Upwork ($UPWK) is the leading tech solution for companies looking to hire the best talent, maintain flexibility, and get more done. We’re passionate about our mission to create economic opportunities so people have better lives. Every year, more than $2 billion of work is done through Upwork by skilled professionals who want the freedom of working anytime, anywhere. Top companies connecting with extraordinary talent around the globe? Upwork is how.

This position is through Upwork’s Talent Innovation Program (TIP). Our TIP team is a global group of professionals that augment Upwork’s business. Our TIP team members are located all over the world.

Responsibilities:

- Identify trends and distill insights from our extensive data warehouse, zendesk, and event logs that contribute to delivering positive outcomes for clients and freelancers
- Build dynamic and automated dashboards that surface insights about how customers (freelancers and clients) are engaging with Upwork and what we can do to improve their experience
- Uncover ways to measure, analyze, and ultimately improve quality on the platform
- Provide clear and consistent recommendations, translating complicated analyses into simple language, to various product and business stakeholders
- Work closely with our customer experience team to learn about their processes and reporting to build powerful and insightful dashboards
Must Haves (Required Skills):

- 3+ years of work experience in an analytics role
- 3+ years of validated experience with data visualization (Looker preferred)
- Strong SQL, Excel/Sheets, communication and presentation skills
- Ability to distill data into key insights and metrics that are meaningful
- True curiosity and a desire to fully dissect a challenge
- Ability to work cross functionally with multiple stakeholders and handle responsibilities
Nice to Haves (Not Required):

- Experience working with Zendesk data
- Experience analyzing customer experience metrics such as ticket volume, CSAT
- Building LookML models
- Deep understanding of marketplace dynamics and two-sided platforms
- Experience handling large scale structured/unstructured data
- Proven excitement for marketplaces
- Strong interest or previous experience in working with customer experience data

Upwork is proudly committed to fostering a diverse and inclusive workforce. We never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.