United States onlyTHE CHALLENGE
The global Customer Service team is dedicated to empowering attendees and creators through help interactions that are easy, accessible, educational, and tailored. As Eventbrite’s customer base grows and evolves, we need to thoughtfully leverage data to ensure our customer experience grows and evolves with them. This role will be filled by a self-starter who will equip Customer Service leaders with data and interpretations to inform and drive business decisions.
THE TEAM
Partnering daily with Customer Service leadership, this role sits in the Customer Strategy Operations team. We are a small but mighty team focused on driving global consistency and excellence through process improvement and analytics to uncover actionable insights – both at the strategic and tactical levels.
THE ROLE
The Senior SQL Data Analyst will utilize SQL to identify actionable insights – both at the strategic and tactical levels - that drive business decisions, regularly presenting to business leaders and executive management. Their work will help optimize the customer experience by building deliverables that facilitate timely and responsive action, measuring the impact of program changes, and conducting analyses to proactively uncover opportunities for improvement in quality or scale. To be successful in this role, they will need to be disciplined, proactive, and curious. The ideal candidate is an experienced business analyst who loves challenges and succeeds at juggling multiple assignments in a fast-paced environment.
YOU WILL
- Translate both strategic and tactical questions into analytics requirements, collect and analyze data using SQL, and organize the findings in a cohesive narrative to drive action
- Deliver recurring Customer Success metrics packs across the reactive, proactive, and self-service offerings
- Develop scalable reporting and dashboards to monitor leading and lagging indicators
- Identify opportunities to improve process, efficiency, profitability, and productivity
- Assist in setting targets for new initiatives and proactive campaigns, tracking ongoing progress
THE SKILLSET
- Required Skills: Minimum 2 years experience with SQL, Excel, and Tableau (or equivalent software)
- 3-5 years of relevant experience in data science, analytics, or consulting
- Advanced SQL skills, including experience writing and debugging queries
- Strong understanding of statistical concepts, inference, and data visualization
- Working knowledge of analytical and data visualization tools (Tableau Python)
- Excellent written and verbal communications: Clearly and concisely articulate complex concepts to both technical and non-technical partners
- Proven ability to prioritize, communicate, and influence cross-functional teams effectively
- Familiarity with customer success metrics, including knowledge base / help center, support, and proactive outreach key performance indicators
- Proven analytical and quantitative skills with an ability to use data and metrics to back up assumptions, develop business cases, and complete root cause analyses
- Preferred Skills: Salesforce, Google Analytics, Genesys, Social Studio (or equivalent software)
PAY TRANSPARENCY
The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Eventbrite, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is listed below. You may also be eligible to participate in Eventbrite’s incentive program(s) (such as equity, annual incentive bonus and commission plans), subject to the applicable rules and restrictions.
ABOUT EVENTBRITE
At Eventbrite everyone is invited to be their whole self and we cultivate an environment to make sure that is feasible throughout the entirety of an individual's time at Eventbrite. We are committed to providing competitive, valuable and meaningful benefits and experiences for our employees to ensure we meet them where they are in life.
Cultivating a diverse, equitable and inclusive culture where all people are invited and belong is our top priority.
Employees can participate in resource groups and we offer global programming and training throughout the year to support a diverse and inclusive workplace. Read more about our Diversity and Inclusion work for our team, culture, and community.
BENEFITS
We offer comprehensive benefits and a wellness package above and beyond standard medical benefits to support our Britelings’ lifestyle.
Eventbrite's global benefit programs are designed to meet you where you are by offering resources and support for your health, well-being, finances, and family. This includes support in a remote environment, wellness allowance, Carrot family planning benefit, Origin Financial Planning service, and other offerings to ease the mind and body like Modern Health and BriteBreaks (generally the first Friday of every month off).
EQUAL OPPORTUNITY
At Eventbrite, we are dedicated to fostering diversity, equity and inclusion. We welcome individuals from all backgrounds, abilities and experiences to apply, and we make employment decisions on the basis of merit. We are committed to equal employment opportunity regardless of race, color, ancestry, national origin, religion or religious creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender reassignment, gender expression, age, marital status, status as a protected veteran, physical or mental disability, medical condition, genetic information or characteristics, or any other legally protected characteristic.
If, due to a disability, you need an accommodation during any part of the interview process, please let your recruiter know.
United Kingdom only
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