Customer Support Operations Data Analyst

  • Bucharest, Romania
  • Full-time
  • Department: Customer Support

Company Description

Tradeshift is a unicorn in the fintech industry. We are disrupting a typically stagnant environment by connecting companies of all sizes and providing them with the platform and network needed to create value from old processes like procurement, invoicing, payments, and workflow. We recognize that business is both messy and social - two revelations that have driven the development of Tradeshift, a platform for all your business interactions. We work hard and our teams have great freedom and responsibility to choose the best solutions, technologies and approaches to evolve the product to the next level.

We believe that being a global, multicultural company is a tremendous strength and we have people working from 18 different countries with hubs in Bucharest, Copenhagen, Kuala Lumpur, and San Francisco. We believe that if we truly focus on how to work distributed and collaborate across locations and (home) offices, we will not only enjoy work more but also build better products for our customers, and ultimately be a better company. 

About The Role

This is a dual role where your primary focus will be on data and your secondary focus will be on software development. You are an Analyst with experience in basic development or a PHP developer who has a keen interest in data. Whatever you are, you are willing to learn the other side. Data is mission critical in a support organization, it drives process implementation and improvements, customer conversations, product feedback, internal development and more. You will work directly with the different support teams and across our peer departments at Tradeshift and report into our Support Engineering Manager.

Support Operations Team

We are the team that supports the Customer Support teams. We cover the gray areas and make sure that the organization is scalable. We are looking for people who are inherently curious, not afraid of challenges and are ready to do what is needed to ensure our users are enabled to succeed. We believe in empowerment and ownership by every member of our team. Each individual is autonomous, but expected to be present in the interest of our users and the platform. 

Job Description

  • Build and own our data, dashboards and reports. Understand our data, make sure that it is accurate and provide insights into it

  • Provide data driven input and participation in different projects

  • Take stakeholder communication and build for those stakeholders, either tooling or reporting

  • Analyse all support related data within our department and connect those with different data points from peer departments

  • Create framework and methodology for gathering data and analysis

  • Building tools for the Support organization that make us scalable and more efficient. 

  • Contributing to maintenance and expansion of our support infrastructure

Qualifications

  • 3+ years experience in SaaS based Support Operations

  • Optimally, you have some experience in PHP or another programming language

  • Passion for data and analytics

  • Jack of all trades and you just want to see stuff get done

  • Works well independently and you take a lot of initiative

  • Curious and creative

  • Strong prioritization and collaboration skills

  • Bright and eager to learn. You are not afraid of change or to learn new things. 

  • Cross-functional superstar. You’re committed to working together to make our products world-class and customer-centric solution

  • Customer-centric at your core. You’re devoted to ensuring our customers’ success and adoption of our products and advocate for customers’ needs

  • Excellent communication skills, highly refined interpersonal skills

  • Optimally you have a Bachelor's degree in Business, MIS or Computer Science

Additional Information

We value diversity at our company. Tradeshift prohibits unlawful discrimination based on race, color, religious or religious creed, sex, sexual orientation, gender, age, marital status, veteran status, disability status or any other consideration made unlawful by applicable federal, state, or local laws. All your information will be kept confidential according to EEO guidelines.

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