Sr. Data Analyst, Support

Company Overview:

FreshBooks has an ambitious vision. We launched in 2003 but we’re just getting started and there’s a lot left to do. We're a high-performing team working towards a common goal: building an extraordinary online accounting application to help small businesses better handle their finances. Known for extraordinary product and customer service experiences and FreshBooks serves paying customers in over 120 countries.

The Opportunity – Data Analyst, Support

Location: Canada, Remote

Department: Data & Analytics

The Analyst will enable FreshBooks Support teams to understand how various aspects of their business is performing, the goal is to facilitate a data driven approach to managing their teams and customers (both internal and external). These insights help manage utilization and prioritization of Support resources across Support channels such as phone, email and social. The right person for this job will love to troubleshoot a problem and have a knack for translating data into insight and presenting that information to non-technical users. Apart from the Support teams, you will be collaborating with your manager and a team that includes other analysts, data scientists, financial analysts, and product developers all working together to drive growth at FreshBooks.

What you’ll do:

• Execute analyses & reporting relating to Support Data including but not limited to:
• Dashboards for core performance metrics
• Building and maintaining Support Dashboards that track performance of the overall department, teams and individuals
• Consult with Support leaders  to gather requirements, scope & execute ad-hoc analyses
• Monitor and communicate key trends and interesting behaviours to stakeholders
• Maintaining interactive dashboards so that stakeholders can self-serve insights
• Complete ad-hoc analyses by translating raw data into useable information and insights:
• Measurement of impact on Support cases driven by projects initiated by interdepartmental stakeholders
• Perform deep dives to arrive at insights by overlaying Support Data with product usage of users
• Changes in Support case loads (organically or due to product changes)
• Profiling and trending of Support cases
•  Work with data sets collected from various data sources, such as Zendesk, SalesCloud, Google Analytics, Big Query, Pardot etc
• Designing, writing and implementing new reports, datasets and business intelligence tools to productionize ad-hoc analyses
• Assist (with Business Operations) in the building, development and maintenance of data models, reporting systems and tools that support key business decisions
• Ensure accuracy of data and deliverables of reporting

What you have:

• Advanced knowledge of SQL & Python or similar
• 1-3 years in data analytics and/or business intelligence
• Knowledge of sampling and A/B testing
• Quantitative background with strong analytical skill set
• Experience using a dashboarding tool such as Looker, Periscope, Tableau, etc.
• Experience using LOOKER is a plus
• Knowledge of Google Analytics (or a similar web analytics tool)

Why Join Us

We're an ambitious bunch, with our eyes laser-focused on shipping extraordinary experiences to small business owners. You will be surrounded by hardworking team members who share a common vision for what an amazing software company could be, and have the opportunity to help build an elite one.

Apply Now

Have we got your attention? Submit your application today and a member of our recruitment team will be in touch with you shortly!

FreshBooks is an equal opportunity employer that embraces the differences in all of our employees. We celebrate diversity and are committed to creating an inclusive environment for all FreshBookers. All applicants are evaluated based on their experience and qualifications in relation to this position.

FreshBooks provides employment accommodation during the recruitment process. Should you require any accommodation, please indicate this on your application and we will work with you to meet your accessibility needs. For any questions, suggestions or required documents regarding accessibility in a different format, please contact us at phone 416-780-2700 and/or accessibility@freshbooks.com.