Senior Strategy and Analytics Specialist, Zapier
$116.6-175k
CA$116.6K – CA$175K + Offers Equity + Offers Bonus
Workflow automation service
Job no longer available
Workflow automation service
1001+ employees
Job no longer available
$116.6-175k
CA$116.6K – CA$175K + Offers Equity + Offers Bonus
1001+ employees
Company mission
Zapier's mission is to Make Automation Work for Everyone!
Role
Who you are
- 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. While you may not know how to code, 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
- 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 a plus—while not required, proficiency in SQL would enable greater autonomy and efficiency in data analysis
What the job involves
- 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
- 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
- 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
- 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
- Partner with FP&A to model the impact of new initiatives and align budgetary goals with operational strategies
- 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
- 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
Our take
Even before remote working became the "in thing", freelancers, small business owners, and large organisations have found themselves needing more and more software platforms to serve their operations needs. As people used more software services, Zapier founders saw the need to connect the actions between these softwares and save everyone some time.
Zapier is the largest integration and automation tool for businesses. Since being founded, Zapier has grown its suite of automation offerings across almost every mainstream software service. The company is one of the most successful to come out of Y Combinator, and has also been one of the pioneers of remote working.
Zapier has so far, been able to capitalise heavily on its advantage as first entrants and has had very little actual competition. Software services aren't going anywhere anytime soon and organisations are only going to need more of them. This puts Zapier in a strong place growth-wise but also opens up room for bolder companies to get in on the action. Companies like Airtable and Integromat are already preying on more niche segments of Zapier's market share.
Freddie
Company Specialist at Welcome to the Jungle
Insights
38% employee growth in 12 months
Company
Funding (1 round)
Oct 2012
$1.3m
SEED
Total funding: $1.3m
Company benefits
- Work from anywhere
- Bonus program
- Unlimited vacation policy
- Great healthcare + dental + vision coverage*
- Retirement plan with company match*
- Stock options for every Zapien**
- 2 annual company retreats to awesome places
- 14 weeks paid leave for new parents
- Home office setup stipend
- Professional development allowance
Additional info
- As a fully remote company with 800+ team members across 40+ states, 38 countries, and 18+ timezones, we’ve adopted a culture of asynchronous work. This work style allows teams to collaborate effectively across locations, time zones, skills, and each individual’s energy levels, and empowers employees to work in a setting that fits their needs. In practice, we live on Slack, with most conversations in public channels. It mimics the open-office feel and allows everyone to search the chat logs if they need to find something that happened when they weren’t around
Leadership
Wade Foster
(CEO & Co-Founder)Prior to co-founding Zapier, wasEmail Marketing Manager with Veterans United Home Loans, and Customer Development Lead at The Idea Works.
Bryan Helmig
(CTO & Co-Founder)Was previously Product Dev/Manager at Veterans United Home Loans.
Mike Knoop
(Co-Founder)Was CPO and Head of Labs at Zapier before becoming President. Previously was a Graduate Research at the University of Missouri.
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