Data Analyst

About the role

You will own the analytics function for Tapcheck's Customer Support organization and act as the primary analytical voice for performance and decision making. Your core responsibility is to ensure that Support leadership always has a clear, credible, and actionable picture of how the team is performing and what the data recommends they do next. This involves maintaining rigorous standards for what gets measured, keeping dashboards and analytical frameworks accurate and current, and producing analyses that turn into real strategic, investment, and priority decisions. You must be comfortable working with ambiguity, capable of scoping your own problems, and consistently distinguishing between producing a report and driving a decision. This role offers both remote and hybrid options, with in-office requirements for those within 30 miles of Plano TX on Tuesday through Thursday.

Key facts

What you'll do

• Maintain the KPI standards for Customer Support by documenting how each metric is calculated and interpreted, keeping definitions current across data platforms, and proactively flagging to leadership when targets may require adjustment.
• Build and maintain dashboards in Omni Analytics, our BI platform, tailored for analyst, manager, and leadership audiences, while maintaining the semantic layer and metric definitions so every team measures the same things the same way.
• Produce formal analyses and recommendations focused on volume trends, resolution efficiency, CSAT, contact rate, and cost performance, framing findings in terms of business impact rather than only numbers.
• Identify anomalies and performance gaps in Support data, bring a recommended course of action to leadership instead of only raising a flag, and track the response through to resolution.
• Consult on SQL, Snowflake, and BI standards used for Support reporting, ensuring that Support modeling approaches, query patterns, and tooling align with organizational standards.
• Lead metric alignment conversations with Data, Product, and Engineering, representing Support's analytical interests and preventing shared definitions from drifting over time.
• Triage and scope ad hoc analysis requests from across the organization, exercising judgment on urgency, feasibility, and which questions are genuinely worth answering.
• Translate complex analytical findings into clear narratives for non-technical stakeholders, ensuring leadership understands what to do rather than only what happened.
• Quantify opportunities where automation or AI tooling could reduce Support volume and articulate the potential impact to guide Enablement investment decisions.
• Own the business analytics layer for Support by maintaining KPI standards, dashboard accuracy, and performance trend analysis, while appropriately handing off data pipeline, schema, and infrastructure work to Data Engineering.

Requirements

• Possess 2 to 4 years of experience in a data analyst or business intelligence role where you owned metrics end to end, including definition, calculation, documentation, and storytelling.
• Demonstrate SQL proficiency that includes CTEs, window functions, and query optimization, with the ability to reach an answer independently without waiting on others to pull data for you.
• Show hands-on experience building and managing dashboards in a modern BI tool such as Looker, Tableau, Power BI, or equivalent platforms.
• Prove a demonstrated ability to communicate complex findings to non-technical audiences, ensuring that leadership leaves your presentations knowing what action to take, not only what has occurred.
• Be comfortable scoping your own work, taking an ambiguous business question, deciding on an appropriate methodology, and driving a recommendation forward without needing close direction.
• Thrive in a distributed, ambiguous environment where priorities shift and decisions must be made with incomplete information while maintaining analytical rigor.
• Align with and adhere to organizational standards for data modeling, metric definitions, and reporting practices, especially those shared with Data, Product, and Engineering.
• Commit to continuous improvement of the Support analytics function by documenting processes, challenging existing metrics, and proposing enhancements that increase clarity and impact.

Nice to have

• Experience working in fintech, SaaS, or customer support operations environments where analytical rigor directly influences operational decisions.
• Familiarity with Snowflake or similar cloud data warehouses, including experience with querying, performance tuning, and cost optimization.
• Exposure to support platforms such as Zendesk and understanding of their underlying data structures, ticket lifecycles, and key event streams.
• Hands-on experience with dbt or similar data transformation frameworks, supporting maintainable modeling and clear data contracts.

Practical notes

This role is full-time and may be remote or hybrid, with employees within 30 miles of Plano TX required to be in-office Tuesday through Thursday. Candidates should reside in or be willing to relocate within the following states: AL, AZ, CA, CO, DC, DE, FL, GA, ID, IL, LA, MI, MA, MO, NC, NH, NJ, NV, NY, PA, OR, OH, RI, SC, TX, UT, VA, WA, WI. No specific working hours are listed in the source, but the arrangement implies flexibility for remote work with defined in-office days. There is no mention of travel requirements, visa sponsorship, application deadlines, or compensation details in the provided source.