We believe everyone should be able to participate and thrive in the economy. So we’re building tools that make commerce easier and more accessible to all. We started with a little white credit card reader but haven’t stopped there. Our new reader helps our sellers accept chip cards and NFC payments, and our Cash app lets people pay each other back instantly. We’re empowering the independent electrician to send invoices, setting up the favorite food truck with a delivery option, helping the ice cream shop pay its employees, and giving the burgeoning coffee chain capital for a second, third, and fourth location. Let’s shorten the distance between having an idea and making a living from it. We’re here to help sellers of all sizes start, run, and grow their business—and helping them grow their business is good business for everyone.

Square is looking for a Data Analyst who is passionate about improving both the internal and external customer experience. This role will be within our Customer Support Operations team, building the strategy, infrastructure, processes, and tools which maximize customer happiness, team happiness, and operational efficiency.

You will need to develop reporting and synthesize insights from the vast amount of data captured by Square. You will collaborate with key support team stakeholders to craft strategies to improve the performance of the team as well as help grow our Sellers and their engagement with Square. You will also work with other Square teams to generate and share learnings and drive the execution on your strategic recommendations through project management.

The successful candidate will combine a passion for innovative analysis with attention to detail and a tenacity to overcome difficult and complex analytical challenges. Ideally, this person will have worked in a similar role (operations, support, analytics), and will feel comfortable interacting with other stakeholders and senior management on a regular basis.

You will:

• Support ongoing analysis of business performance trends and insights on drivers required to inform executive decisions on a daily basis
• Perform deep dive analytics on high-impact topics such as drivers of call volumes by customer segment and the long-term impact of calling customer support
• Design and build dashboards to monitor and understand topics such as the performance of supporters and the efficiency of the routing system
• Develop new ways to measure and estimate key metrics more accurately
• Work cross-functionally with other teams to answer questions that bridge many teams, such as the impact of product issues on support volumes

You have:

• Bachelor's degree required, with major in analytical or technical field strongly preferred
• 3 - 5+ years of analytical experience, ideally in support operations, business operations, or consulting
• Extensive experience with SQL and Tableau is critical; additional knowledge of scripting/programming language for ETL development (e.g. Ruby, Python) is a bonus
• Strong familiarity with Microsoft Excel and the structuring of complex analyses
• Statistics basics required, significant experience working with AB tests preferred
• Creative problem-solving skills and a can-do attitude to overcome any obstacle and get things done
• Willingness to take on big challenges and own the results from brainstorming solutions to execution
• Strong communication skills and ability to work collaboratively across functions including product, marketing, analytics, engineering
• Consistent track record of delivering zero-defect models and answers – ability to catch and correct errors

At Square, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.