Sr. Analyst, Customer Support

TL;DR

Sr. Analyst, Customer Support (Power BI/SQL): Turning operational data into metrics, insights, and narratives for Customer Support across 17 software products with an accent on KPI monitoring, reporting cadences, and dashboard specifications. Focus on interpreting trends, defining metrics, and partnering with leadership and BI engineering for scalable support operations.

Austin, TX (Hybrid), Remote

Company

hirify.global provides integrated software and financial solutions to communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, and pet services.

What you will do

• Own weekly reporting for Head of Customer Support and monthly ops packs for ELT, ensuring accuracy and reliability.
• Monitor KPIs like SLA attainment, ticket volume, CSAT, first contact resolution across products; flag anomalies and conduct deep-dive analyses.
• Define and govern core metrics with leadership, standardize definitions, and document data sources and processes.
• Translate business requirements into Power BI dashboard specs and act as liaison between support leadership and BI engineering.
• Collaborate cross-functionally with Finance, RevOps, and peers on shared reporting and data quality in Zendesk and Salesforce.

Requirements

• 4–6 years in analytics, reporting, or business analyst role supporting Customer Support, CX, or operations.
• Solid SQL skills to pull and manipulate data across multiple systems.
• Comfort with Power BI dashboards and writing clear specifications.
• Hands-on experience with Zendesk or Salesforce Service Cloud data.
• Strong narrative skills from data, attention to detail, clear communication without jargon.
• Familiarity with SaaS support operations (tiered support, SLAs, CSAT).

Nice to have

• Experience writing dashboard requirements for BI/engineering teams.
• Contributing to ELT or board-level reporting.

Culture & Benefits

• Comprehensive benefits: medical, dental, vision insurance; 100% employer-paid short/long-term disability and basic life.
• 401(k) with 100% company match up to 4%.
• Flexible PTO for exempt employees, 10 sick days, 10 company holidays, 6 weeks paid parental leave.
• Work in a newly built Reporting & Analytics function with influence on senior leadership and scaling company.
• Modern stack: Power BI, Salesforce, Zendesk, Kantata, Monday.com.
• Inclusion-focused: Equal Employment Opportunity Employer valuing diverse backgrounds.