Driving data-informed decisions, the full-time Lead, Advanced Analytics will manage analytics roadmaps, create scalable data tools, and collaborate with product and business leaders to enhance customer support operations in a remote environment. Key responsibilities Lead data-driven initiatives for customer support, recommending actionable solutions based on metrics Build insights and reporting platforms to optimize community and agent experiences Influence experimentation and measurement strategies to improve decision-making across business verticals Required qualifications 8+ years of experience in business analytics with a degree in a quantitative field Experience supporting customer service operations or working closely with operations teams Expertise in SQL and proficiency in at least one programming language for data analysis (Python or R) Working knowledge of schema design and high-dimensional data modeling Ability to navigate ambiguity and propose solutions in a fast-paced environment