Data Scientist - Customer Support Analytics (Remote)

About the Role

We are seeking a Data Scientist - Customer Support Analytics to join our team at Etsy. This remote Data Scientist position offers a unique opportunity to leverage data analytics to enhance customer support operations. You will play a crucial role in delivering insights that drive product development and strategy, ensuring that we maintain our commitment to providing exceptional service to our buyers and sellers.

What You'll Do

• Partner with operations leaders and product managers to analyze customer support data and user behavior.
• Utilize SQL and statistical scripting languages such as Python or R to extract and analyze data.
• Identify key metrics to evaluate the performance of customer support teams and integrate these into daily decision-making.
• Conduct proactive analyses to uncover opportunities for improving customer support solutions.
• Lead experimentation efforts to test hypotheses and analyze the results to inform future strategies.
• Collaborate with cross-functional teams including product, engineering, and design to enhance the customer experience.
• Continuously refine your technical skills and share knowledge with the team.

Requirements

• 2+ years of experience as a data scientist or analyst, particularly in supporting product teams.
• Strong proficiency in SQL and advanced statistical concepts.
• Experience with statistical scripting languages such as Python or R.
• Ability to communicate complex insights clearly to senior executives.
• A curious mindset and a commitment to creative problem-solving.
• A passion for Etsy's mission and values.

Nice to Have

• Experience in E-commerce analytics.
• Familiarity with customer support metrics and KPIs.
• Previous work in a hybrid work environment.

What We Offer

• Competitive salary range of $124,000 - $160,000.
• Equity package and annual performance bonus.
• Comprehensive benefits that support you and your family.
• Flexible work arrangements with a hybrid model.
• A diverse and inclusive workplace culture.

If you are excited about using data to drive impactful decisions in customer support, we encourage you to apply for this Data Scientist - Customer Support Analytics (remote) position at Etsy!