Data Analyst, Customer Success

  • St. Louis, MO
  • Full-time

Company Description

We believe the economy is better when everyone has access. When everyone has room to grow. No one should be left out because the cost is too great or the technology too complex. We started with a little white credit card reader but haven’t stopped there. 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. 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.

Job Description

Square is looking to hire the first dedicated Data Analyst for Customer Success based in the St Louis office. Squares mission is to make banking and financial services accessible to the underserved and unbanked. We move quickly, make incremental changes, and deploy to production every day.

You will need to develop reporting and synthesize insights from the vast amount of data captured by Square. You will collaborate with key Customer Success team stakeholders to craft strategies that improve the performance of the team. You will also work with other Square teams to generate and share learnings and drive the execution on your strategic recommendations through project management. As the first data analyst hire in St Louis for the CS team, you will need to learn quickly and bring passion to expanding the analytics capabilities of the office as a whole through both program design, as well as tool building and individual coaching.

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, customer success, analytics), and will feel comfortable interacting with other stakeholders and senior management on a regular basis.

You will:

  • Perform ad hoc analyses of business performance trends and insights that inform executive decisions. Deep dive analytics on high-impact topics such as drivers of call volumes by customer segment and the long-term impact on sellers of interacting with Customer Success

  • Design and build data models and pipelines to support the increasing scale and complexity of the CS organization (for example launching new channels such as Messaging, or bringing on new offshore teams)

  • Act as the analytics teams main representative in the St Louis office, responsible for managing relationships with direct support leads and growing the data skills and engagement of the office as a whole

  • Model and report on data in Looker to monitor and understand internal performance and quality such as employee productivity, vendor tool efficiency and seller outcomes

  • Work cross-functionally with other teams to answer questions that bridge many teams, such as the impact of product issues on support volumes

Qualifications

You have:

  • Bachelor's degree required, with major in analytical or technical field strongly preferred

  • 2+ years of analytical experience, ideally in product / BI analytics, business operations (Customer Success specifically is a plus), or consulting

  • Experience with SQL is a must; expertise with SQL beyond querying, such as query optimization, ETL construction, is preferred

  • Experience with reporting and visualization platforms (e.g. Tableau, Looker)

  • Familiarity with scripting/programming for data mining and modeling (R, Python) and ETL development (Ruby, Python). Extensive experience using these is a strong plus

  • 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

Additional Information

At Square, our purpose is to empower – within and outside of our walls. In order to build the best tools for the businesses and customers we support all over the world, we have to start at home with a workforce as diverse and empowered as our sellers. To this end, we take great care to evaluate all employees and job applicants equally, based on merit, competence, and qualifications. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage candidates from all backgrounds to apply and always consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)squareup.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.