Role description

Data Analyst

Lead I - Data Science

UST is searching for a data driven professional with 3-6 years of relevant experience in support operations, analytics, or customer experience role who can analyze support and vendor data, identify patterns, and proactively predict issues before they impact customers.

The opportunity:
• Analyze support and vendor data to identify trends, anomalies, and root causes.
• Move from descriptive reporting to predictive insights (e.g., volume spikes, CSAT drops).
• Build Excel based reports, dashboards, and SLA scorecards.
• Ensure accurate ticket triage, tagging, and SLA tracking across support channels.
• Create and maintain structured knowledge base (KB) documentation using KCS practices.
• Use AI tools to draft, refine, and personalize customer responses and documentation.
• Collaborate with product and operational teams to proactively surface risks and recommendations.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

What you need:
• Experience range: 6 Years
• Analytics & Data
• Strong analytical skills with ability to distinguish correlation vs. causation.
• Experience analyzing support/customer data and identifying actionable patterns.
• Excel
• Hands-on experience with Pivot Tables, filters, and VLOOKUP.
• Ability to merge datasets and create clear performance dashboards.
• Advanced Excel skills: XLOOKUP, Power Query, macros.
• CRM & Support Operations
• Experience working in CRMs (Zendesk, Salesforce Service Cloud, Freshdesk, or similar).
• Understanding of ticket lifecycle, routing, and SLAs (First Response vs. Resolution Time).
• Comfortable engaging customers over chat, email, or calls for issue resolution.
• Writing & Documentation
• Strong written communication skills.
• Ability to document step by step troubleshooting and support procedures.
• AI Literacy
• Experience using AI tools (e.g., ChatGPT, Gemini) to draft responses or documents.
• Ability to review AI output for accuracy, tone, and completeness.
• Prompt engineering for near zero click resolutions.
• Prompt versioning, evaluation, and output quality benchmarking
• Nice to Have Skills
• Advanced Analytics & Automation
• Experience predicting support volume spikes and operational risks.
• CRM & Workflow Automation
• Experience setting up CRM workflows, triggers, or automation.
• Using CRM data to influence business or product decisions.
• Tools & Platforms
• Airtable (relational data modeling, Builder certification).
• Google Sheets automations and cross functional collaboration workflows.
• Writing & Knowledge Management
• KCS certification and brand voice consistency.
• Ability to anticipate edge cases beyond standard support flows.

Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.

Role Location: California

Compensation Range: $86,000-$129,000

Benefits

Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty. They are eligible to participate in the Company's 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines. Benefits offerings vary in Puerto Rico.

Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company's 401(k) Retirement Plan with employer matching.

Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company's 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.

Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).

All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.

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