Sr. Strategy and Analytics Specialist id-7045

About Zapier

We're humans who simply think computers should do more work.

At Zapier, we’re not just making software—we’re building a platform to help millions of businesses globally scale with automation and AI. Our mission is to make automation work for everyone by delivering products that delight our customers. You’ll collaborate with brilliant people, use the latest tools, and leverage the flexibility of remote work. Your work will directly fuel our customers’ success, and as they grow, so will you.

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We’re looking for a Sr. Strategy and Analytics Specialist to play a pivotal role in generating insights and strategic recommendations that drive the customer experience at Zapier. This role will serve as a strategic thought partner to Customer Support leadership, focusing on leveraging data and analytics to drive operational improvements, inform decision-making, and support future-focused initiatives. This independent contributor role blends elements of strategy, analytics, and operations to enhance productivity, optimize resource allocation, and align support processes with broader organizational goals. As a subject-matter expert, the Sr. Strategy and Analytics Specialist will bridge the gap between data, FP&A, and customer support teams.

Technical Support Operations builds and supports the tools, automation, and insights that power seamless, efficient customer support. We bridge support, engineering, product, and operations to reduce manual effort, optimize workflows, and drive proactive, data-driven solutions—ensuring support scales with Zapier’s mission of automation for everyone.

If you’re interested in advancing your career at a fast-growing, profitable, impact-driven company, then read on…

• Our Commitment to Applicants
• Culture and Values at Zapier
• Zapier Guide to Remote Work
• Zapier Code of Conduct
• Diversity and Inclusivity at Zapier

About You

Experience

• You have 4+ years of experience in a customer-focused analytics, strategy, or operations role. You’ve worked at a B2B or SaaS company where you have experience in analytics and reporting, CRM setup and data architecture, and partnered closely with support stakeholders to improve performance. You’ve identified gaps or opportunities in the customer experience and recommended solutions to improve them. If you have experience in self serve customer automations that’s a bonus.  
• You love working with data. You have demonstrated the ability to analyze data to identify new opportunities and drive future decisions, while effectively weighing investment versus business outcome. You’ve eliminated data silos that slow execution and hinder reporting. You are highly proficient in data analysis, modeling, and visualization for broad audiences. Your curiosity drives you to use data to uncover opportunities and understand the next steps to drive results.  
• Problem-solving energizes you. You make work lighter for your teammates by finding more efficient and effective ways to execute work. You dive deep when necessary but can see the long term return on your time investment. You can automate as much as possible to stay focused on solving the highest impact problems. You are comfortable with ambiguity and can break down complex problems into achievable goals. You are hands on with your work, balancing strategy with tactical execution.
• You have workforce experience. You’ve worked with forecasting, capacity planning and data modeling frameworks to support multi-channel and global support teams. Bonus if you’ve worked with financial modeling related to headcount planning.  
• You have ample technical skills. You are comfortable using SQL to independently explore data, write queries, and support analysis. You have an automation-first mindset and can navigate CRM and business intelligence tools and technologies with ease.You can communicate business needs to data science and engineering teams as well as technical tradeoffs to business stakeholders. If you have experience using AI to drive insights or experience using Zapier, that’s a bonus!
• You’re an outstanding communicator. You know your audience and how to cater your communications to meet their needs effectively and with clarity. You ask questions to uncover the goals and motivations of your colleagues, but you aren’t afraid to dive in when the information isn’t clear. You’re able to use data to tell a clear story and create actionable recommendations. You are comfortable ensuring stakeholders are aligned, even if that means disagree and commit.

Role Specific Skills:

• Advanced analytical and data visualization expertise, including Looker and other data visualization tools, dashboard creation, and trend monitoring.
• Strong understanding of workforce management, financial forecasting, and customer support metrics.
• Proficient in CRM tools (e.g., Hubspot, Zendesk), support analytics, and data visualization for GTM and support teams.
• SQL experience is required—you should be comfortable writing queries and performing data exploration to support analysis and reporting.

Things You’ll Do

Strategic Insights and Decision Support:

• Act as a thought partner to Support leadership, providing data-driven recommendations to enhance productivity and operational efficiency.
• Monitor support performance trends, identify key insights, and propose strategic changes to optimize operations.
• Quantify the ROI of initiatives to guide investment decisions and ensure alignment with strategic business objectives.

Data Management and Reporting:

• Design, build, and maintain automated dashboards and scalable reporting frameworks to enable stakeholders to self-serve analytics and track key metrics.
• Collaborate with Data Science to enhance data architecture, ensuring operational reliability and robust reporting capabilities.

CRM and Data Optimization:

• Leverage CRM tools (e.g., Hubspot, Zendesk) to integrate data flows, improve data quality, and deliver actionable insights.
• Proactively identify and eliminate data silos, ensuring accurate reporting and seamless data operations.

Forecasting and Capacity Planning:

• Partner with FP&A to model the impact of new initiatives and align budgetary goals with operational strategies.

Operational Efficiency and Process Improvement:

• Collaborate with cross-functional teams to identify inefficiencies and implement scalable process improvements.
• Use AI and other advanced tools to automate workflows and generate actionable insights, focusing on areas with high ROI potential.

Cross-Functional Collaboration:

• Work with FP&A, Support, and Data teams to align forecasts, capacity plans, and productivity targets with strategic objectives.
• Partner with the Technical Support Operations (TSO) team to define requirements and contribute to a scalable support operations roadmap.
• Foster strong collaboration across teams to ensure initiatives are prioritized based on impact and aligned with long-term goals.

Impact and Success Measures

• Improved alignment between financial forecasts, capacity plans, and operational goals.
• Streamlined reporting and analytics processes to provide real-time insights to leadership.
• Enhanced operational performance through data-driven recommendations and process improvements.
• Effective integration of CRM and operational data for seamless reporting and performance monitoring.
• Proactive use of AI and automation to reduce manual work and improve the quality of insights.