Data and Ops Analyst, Customer Happiness – OpenSea

OpenSea is the first and largest marketplace for non-fungible tokens, or NFTs. Applications for NFTs include collectibles, gaming items, domain names, digital art, and many other items backed by a blockchain. OpenSea is an open, inclusive web3 platform, where individuals can come to explore NFTs and connect with each other to purchase and sell NFTs. At OpenSea, we’re excited about building a platform that supports a brand new economy based on true digital ownership and are proud to be recognized as Y Combinator’s #4 ranked top private company.When hiring candidates, we look for signals that a candidate will thrive in our culture, where we default to trust, embrace feedback, grow rapidly, and love our work. We also know how critical it is to celebrate and support our differences. Employing a team rich in diverse thoughts, experiences and opinions enables our employees, our product and our community to flourish. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. To help facilitate this, we support remote, hybrid or onsite work at either New York City, San Francisco or the Silicon Valley for the majority of our opportunities.The goal of this role is two-fold—to own data analysis and visualization for our Customer Happiness team, as well as to build OpenSea’s ever evolving staffing strategy through data. This role has key focuses in using predictive modeling to transform employee data in modeling and staffing our global 24/7 Customer Happiness team. In addition to this, this role performs a variety of exploratory analyses that help us understand the quality and performance of our support delivery to identify areas for improvement and optimization.

What You’ll Do

• • Build and analyze reports and dashboards in Mixpanel, and report customer usage insights to the Customer Happiness Leads
  • Create quarterly usage reports and recommendations for optimization for Customer Happiness, and Product leads
  • Review and deliver insights from the Customer Help Center and make recommendations to optimize the Customer Happiness team
  • Own data analysis and visualization, and communicate the outcomes/insights to various stakeholders to aid strategic decisions for improvements in customer support experience
  • Analyze and evaluate data to determine the appropriate performance metrics, such as: Service Level, Average Response Time, Average Handle Time, etc.
  • Design and implement schedules to support forecasts
  • Prepare staffing, new hire, and attrition models to support each KPI objectives
  • Determine optimal work schedules, including the coordination of departmental meetings, training sessions, and other off email activities
  • Forecast and schedule all Shrink factors and activities, to include both at work and away from work shrink
  • Coordinate scheduling and reporting of employee Paid Time Off
  • Perform a variety of exploratory analyses that help us understand the quality and performance of our support delivery to identify areas for improvement and optimization

  If you don’t think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we’re looking for someone who is excited to join the team.

Desired Skills

• • 5+ years of data analytics experience, including customer feedback, survey analysis, or statistical analysis
  • Experience using customer feedback to tell a full and captivating story, as well as combining various sources of data to give actionable insights
  • Experience generating reports, visualizations, and dashboards, as well as delivering results and analysis to both technical and non-technical audiences
  • Experience working with and knowledge of Customer Experience or Voice of Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback
  • Experience with building reports and dashboards using Zendesk