Support Operations Data Analyst (AI)

TL;DR

Support Operations Data Analyst (AI): Building and maintaining the analytics function for the User Operations organization with an accent on performance metrics, feedback loops, and data storytelling. Focus on instrumenting Zendesk, connecting support data to product sources, and quantifying the operational impact of AI-driven support.

Salary: $112,000 – $168,000 USD

Company

hirify.global is an AI-native platform transforming legal and professional services through frontier agentic AI.

What you will do

• Own recurring reporting for User Operations, including weekly, monthly, and QBR-ready dashboards.
• Track and maintain north star metrics such as cSAT, TTR, QA scores, and bug escalation rates.
• Partner with Support Systems to ensure Zendesk is properly instrumented for data capture.
• Design feedback loops connecting support signals to Product, Engineering, and Customer Success teams.
• Measure the impact of AI-driven support, including containment and resolution quality.
• Identify data collection gaps and define strategies to improve operational visibility.

Requirements

• 3–5 years of experience in analytics, with at least 2 years in support or customer success operations.
• Fluency in support platform data structures, specifically Zendesk or equivalent.
• Advanced SQL proficiency, including complex queries, CTEs, and window functions.
• Proven experience building and maintaining operational dashboards in tools like Looker, Tableau, or Sigma.
• Strong data storytelling skills with the ability to present insights to diverse audiences.
• Comfort operating as a solo contributor in a fast-paced, high-ownership environment.

Nice to have

• Experience with Python for data manipulation or automation.
• Familiarity with dbt or similar data transformation tooling.
• Background in enterprise SaaS or AI-native product environments.
• Experience contributing to QA analytics programs.

Culture & Benefits

• Opportunity to build at a generational company with strong product-market fit.
• High-intensity, mission-driven team culture focused on decisiveness and simplicity.
• Competitive compensation package including equity.
• Fast-paced environment with significant opportunities for professional and financial growth.