Customer Operations Analyst at Nextdoor
San Francisco, CA, US

Are you passionate about using the power of technology to build community? Do you believe residents can strengthen their neighborhoods through dialogue and collaboration? Would you like to join a transformative company and play a meaningful role in crafting its future? If so, we'd love to meet you.

Nextdoor is the private social network for you, your neighbors and your community. Nextdoor's mission is to provide a trusted platform where neighbors work together to build stronger, safer, happier communities, all over the world. Nextdoor is used by millions of members in over 180,000 neighborhoods in the US. Since 2016, we have successfully launched in the Netherlands, UK, Germany, France, Italy, Spain and Australia, and we plan to extend our service further internationally in 2019 and beyond. We are based in San Francisco and backed by Silicon Valley's leading investors.

Nextdoor is looking for an experienced Operations Analyst to join our Customer Support Operations team and be the primary owner of support metrics and business insights. You should be passionate about finding insights in large datasets, synthesizing and communicating results, and driving practical business impact. You will work cross-functionally with Engineering, Product, Marketing and Data Science. We are a collaborative team obsessed with operational excellence and bringing the Voice of Customer to improve our products.

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

  • 2-5 years industry experience in analytics and/or data mining
  • Solid understanding of statistics and modeling techniques
  • SQL skills and experience with several dialects (Redshift, BigQuery, MySQL, etc)
  • Experience with data visualization, dashboarding and analytical report building (Tableau, Looker, Mode or similar)
  • Experience building reports and dashboards in Salesforce
  • World-class ability to extract and communicate insights from real-world datasets
  • Prior experience working with Customer Support data is a huge plus
  • Experience working at a consumer technology company highly desirable

Benefits:

  • 100% company-paid health insurance premiums (medical, dental, and vision) for you and your dependents
  • Paid vacation and company holidays
  • Free catered dinners Monday through Thursday and catered lunch on Wednesdays
  • Monthly gym stipend
  • One time cell phone & headphone stipend
  • Annual learning and development stipend
  • Two paid volunteer days off
  • Pre-tax commuter benefits
  • Fully stocked kitchen with drinks, snacks and candy
  • La Marzocco espresso machine with Blue Bottle coffee
  • Health FSA
  • 401K plan