Business Systems Analyst

As a Business Systems Analyst, you’ll be the analytical point on the team to help support various operational initiatives by transforming support data into valuable business insights and help shape our projects to deliver maximum impact. You will have the opportunity to heavily influence strategy, planning, and execution.

Responsibilities

• Work closely with the Customer Support team to operate more effectively, create and track metrics across our operations, and share informative actionable insights
• Partner with Customer Support Leadership and cross-functional partners to find opportunities to increase operational trackability, efficiency, and scale our business effectively
• Leverage metrics to drive insights and influence business decisions
• Develop a strong prioritization framework to ensure team is focused on highest-value initiatives
• Ability to frame and break down complex business problems into key components and recommend practical solutions
• Monitor key performance metrics and use results to help the team be more effective in carrying out their mission of providing high-quality support
• Build a collaborative team environment that fosters efficient execution, innovation, and continuous improvement
• Develop and support the analytical technologies that give our team timely, flexible, and structured access to their data

Requirements

• Motivated by Coinbase’s mission and creating a seamless support experience for our global customer base
• Minimum 2 years of experience in an analyst function (e.g. operations, finance, business analytics, etc.)
• Expert-level Excel user (Vlookups, pivots, macros, etc.), strong SQL, Looker experience a plus
• Experience working in customer support operations; experience working in (or doing analysis for) Support departments a plus
• Fantastic communication skills in order to operate across multiple departments and stakeholders
• Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization
• Must be able to read, write and speak in English fluently

Preferred Qualifications

• Experience working in Service Cloud Suite
• Experience working with Looker, Tableau, R, SQL
• Experience helping with capacity planning by providing accurate volume forecasts and staffing models for backlog management
• Collaborate with cross functional teams across Customer Support and external stakeholders to understand how the business operates and recommend strategies and efficiency optimizations using data driven insights
• Proficiency in another language (non-English)