Nextdoor is the neighborhood hub for you, your neighbors and the broader local community. Nextdoor’s purpose is to cultivate a kinder world where everyone has a neighborhood they can rely on.

Building connections in the real world is a universal human need. That truth, and the reality that neighborhoods are one of the most important and useful communities in our lives have been guiding principles for Nextdoor. Today, neighbors rely on Nextdoor in neighborhoods around the world in the United States, the United Kingdom, Germany, France, the Netherlands, Italy, Spain, Sweden, Denmark, Australia and Canada, with many more to come.

Nextdoor is looking for a Customer Support Analyst to join our Customer Support Operations team and be the primary owner of support metrics and business insights. In this role, you will support the business in delivering high-quality strategic and tactical analysis and reports for customer service operations. You will support the management with analyses of productivity, satisfaction, operations and SLA’s across both internal and external service teams. The Customer Support Analyst will work closely with counterparts in Finance and Data Analytics to help inform Customer Support data needs and models.

Responsibilities:

• Build/maintain reports, dashboards, and metrics that equips the Customer Support organization to scale successfully.
• Work with customer service managers and outsourced vendors on agent quality, SLA, and KPI monitoring.
• Engage in discussions to identify problems, quantify and improve the quality of workflows through data analysis
• Achieve a deep understanding of customer perceptions and sentiment across their journey, delivering insights, reporting and strategic analyses that help prioritize NPS-enhancing initiatives
• Persuade cross-functional teams to take action on insights through effective communication and collaboration
• Clearly define and prioritize product gaps and bugs that are driving support contacts, and the resulting costs or impacts of these issues based on issue volume, members impacted, revenue impact, and other relevant metrics
• Provide data-driven analysis of member issues using internal tools, customer surveys, and queries of all available data sources to gather user insights and cost analysis

Qualifications

• 3+ years experience in SQL or other querying language
• Experience building reports and dashboards in Salesforce and Google Analytics
• Advanced Excel skills including pivot tables, macros, charts, functions, vba modeling
• Solid understanding of statistics and modeling techniques
• Experience with data visualization, dashboarding and analytical report building (Tableau, Looker, Mode or similar)
• Experience with customer service or customer operations analytics a huge plus
• Hands-on to get things done fast and ability to work without continual guidance
• Enquiring mind with ability to recognize inefficiencies and challenge the status quo
• Entrepreneurial mindset (self-motivated, tenacious, resourceful, no handbook necessary)