Wrike Looking for Customer Support Data Analyst at Bengaluru, Karnataka, India Full Time

Wrike is the most powerful work management platform. Built for teams and organizations looking to collaborate, create, and exceed every day, Wrike brings everyone and all work into a single place to remove complexity, increase productivity, and free people up to focus on their most purposeful work.

Our vision: A world where everyone is free to focus on their most purposeful work, together.

Role Overview:

We’re looking for Customer Support Analyst, who will be conducting research and delivering business insights to support data-driven decision-making and optimization of business processes in Customer Support team

Wrike Support is a diverse, multicultural team, responsible for building relationships with our customers and assisting them with any challenges they encounter. In this role, you will be responsible for providing business insights based on data analysis and assisting to implement change management based on those findings, defining key business metrics, and supporting the management team with the reporting and ad-hoc analysis required to make crucial business decisions.

At Wrike, we believe that work should be both challenging and fun. We’re growing rapidly and provide excellent opportunities for professional growth. We’re smart, passionate, friendly, and professional and are looking for the same qualities in you.

Job Scope and Accountabilities:

• Compile, interpret, and present weekly & monthly reports on key metrics (SLA attainment, customer satisfaction, team load & efficiency, etc.)
• Automate recurrent reports, create, maintain and improve appropriate dashboards and data sources
• Conduct ad hoc analysis and deliver business insights to support data-driven decision-making in both run-the-business and change-the-business activities
• Partner with Operations and Leadership teams to implement new metrics and approaches to resolve possible areas for process improvement
• Collect historical data and directional inputs from stakeholders to forecast team load and capacity

Experience Requirements

• Good knowledge of SQL, databases (we use Google BigQuery) and statistics basics
• Knowledge of BI tools (we use Tableau, Zendesk Explore) and proven experience in data visualization
• Strong analytical and problem-solving skills

Desired Skills

• Experience working within a customer support/success organization, understanding customer lifecycle and support processes is a plus
• A tendency to think about overall business value rather than numbers and charts
• Communicative and friendly; a strong team player, ready to learn
• Experience with Python

Interpersonal skills:

• Display great people skills, connecting effectively with individuals, demonstrating friendliness, empathy, and tact, and maintaining composure under pressure during difficult interpersonal situations.
• Critical thinker, generally curious—a true problem solver
• Passionate about learning and improving every day, and motivated to excel
• Open to feedback; coachable
• Strong team player
• Self-starter with strong ownership skills, willing to go above and beyond the job
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• Creative and innovative

Who Is Wrike and Our Culture

We’re a team of innovators and creators who solve the complex work problems of today and tomorrow.

Hybrid work mode

Wrike promotes ahybrid work mode and we meet in the office 3 times a week. This work mode supports our culture of collaboration and solving problems fast to deliver business outcomes and win together.

Our persona

💡 Smart: We love what we do, and we’re great at it because this is our domain. Our combined knowledge in this space is unmatched.

💚 Dedicated: We get up every day focused on helping our customers win. We’re committed to helping our teammates win, too!

🤗 Approachable: We’re friendly, easy to get along with, considerate, and helpful.

Our culture and Values

📈 Deliver Business Outcomes

🥇 Be better than the competition

🚀 Move fast. Then, move faster

🤝 Know our customers

🏆 We win together

💪 Have courage

Check out our LinkedIn Life Page , Instagram , Wrike Engineering Team , Medium , Meetup.com , Youtube for a feel for what life is like at Wrike.