Data Analyst, Solace

• 3+ Years of Experience in data analytics
• Advanced SQL & Snowflake: You should be comfortable writing complex queries, joining across multiple tables, and debugging data issues independently & you can extract and manipulate data from cloud data warehouses like Snowflake
• BI & Dashboarding: Experience building dashboards and reports in a BI or data visualization tool (HEX experience is a plus; Looker, Tableau, Metabase, or similar is fine)
• Data Wrangling Expertise: Comfort working with messy, real-world operational data — you know how to QA your own work and flag when something looks off
• Analytical Mindset: Ability to translate ambiguous business questions into a clear analytical approach, and then explain your findings to non-technical stakeholders
• Strong Communication: You'll be working closely with CX leadership and need to be able to present findings clearly
• Startup Background: Comfortable in a fast-moving startup environment where the reporting structure will evolve and you'll be expected to help define it

Desirable

• We're hiring a Data Analyst to sit on the Customer Experience Operations team
• This is a hands-on, builder role — not a BI analyst who schedules reports, but someone who can own the full stack of CX analytics: writing the SQL, building the dashboards, answering the ad hoc questions, and helping the team understand what the data actually means
• You'll be the embedded analyst for CX leadership, working directly with our VP of Customer Experience and Customer Operations team, and supporting our broader analytics function through partnership with the Data team
• This role was created because we need dedicated analytical horsepower on the CX side — someone who can move fast, knows their way around a database, and can translate operational questions into clear, actionable reporting
• This role reports to the Customer Operations Manager and works cross-functionally with the Data team
• Drive Operational Excellence: Proactively identify bottlenecks and inefficiencies in our processes. You will serve as the bridge between raw data and customer experience team strategy, transforming complex datasets into actionable insights and operational improvements that drive the business forward
• Build Scalable Analytics: Design, build, implement, and maintain tracking systems and dashboards in HEX that automate manual reporting on operational metrics. You will ensure stakeholders have self-serve access to the metrics that matter most
• Curate the Data Layer: Collaborate with engineering to maintain clean, reliable data models. You will help refine our SQL transformations to ensure our data infrastructure scales with our growth
• Synthesize & Communicate: Translate technical findings into clear, concise recommendations for non-technical audiences. You will tell the story behind the data, helping leadership understand why trends are happening and what to do about them
• Wrangle Complex Data: Perform detailed work with structured and semi-structured data (including nested JSON) to extract relevant signals from the noise
• Support the Workforce Management and System Admin team on analytics and capacity planning projects and dashboards as bandwidth allows — functioning as an extension of the data function from within CX
• Provide an analytical bridge between CX operations and the broader company data infrastructure
• What Success Looks Like in the First 90 Days
• You're fully ramped on HEX, our data stack, and the key CX metrics we track
• You've delivered at least one meaningful dashboard built from scratch that CX leadership actively uses
• You've documented our data request SOP and put it to use with the CX team
• You've established a productive working relationship with CX Leadership and the Data team