Data Analyst – Customer Support

About the role

Tapcheck is looking for a Data Analyst to own the analytics function for its Customer Support organization. You will ensure leadership has a clear, credible view of team performance and translate data insights into actionable strategy, investment, and priority decisions.

Key responsibilities

• Maintain KPI standards for Support, documenting calculations, definitions, and flagging target adjustments.
• Build and sustain dashboards in Omni Analytics, ensuring consistent metric definitions across teams.
• Produce formal analyses on volume trends, resolution efficiency, CSAT, contact rate, and cost performance, framing findings in business impact.
• Identify anomalies and performance gaps, propose corrective actions, and track resolution.
• Consult on SQL, Snowflake, and BI standards to align Support reporting with organizational best practices.
• Lead metric alignment discussions with Data, Product, and Engineering teams.
• Scope and triage ad‑hoc analysis requests, judging urgency and feasibility.

Required profile

• Comfortable working with ambiguity and independently scoping problems.
• Ability to move beyond reporting to drive decision‑making.
• Strong analytical mindset with a focus on business outcomes.

Required skills

• SQL
• Snowflake
• Omni Analytics (BI platform)

What we offer

• Hybrid work model with remote flexibility (in‑office Tuesday‑Thursday for employees near Plano, TX).
• Opportunity to shape analytics for a growing support function.