Venmo is hiring a

Customer Support Data Scientist

New York, United States

About Us

At Venmo, we are creating a product that people love. We strive to create a delightful user experience while connecting the world and empowering people through payments. Fueled by healthy snacks,locally sourced cold brew, and each other, our team solves exciting new challenges every day. We are looking for intellectually curious people who want to be inspired and inspire others to change the financial industry.

Analytics at Venmo

Analytics plays a crucial role across Venmo.  We approach problems inquisitively and with a desire to find solutions in our data.  We believe that Analytics should drive business decisions across the company in order to keep us operating efficiently, and our product smoothly. In this role, you’ll work closely with the Customer Service organization, helping them develop insight into the tickets, growth, and performance. What are people writing in about? What are some easy wins for the customer support team? How quickly should we be responding to our users?  You’ll be a strategic partner, working with CS to develop novel KPIs to track performance, and helping drive organizational decisions.

Responsibilities

  • Develop a deep understanding of Venmo CS data and modeling
  • Improve on existing database model to ensure data accessibility and accuracy
  • Work with CS to create novel KPIs to monitor company and agent performance
  • Develop models to improve on forecasting and scheduling methodology
  • Through data analysis, make recommendations on process improvements
  • Work with CS to test and monitor changes to the business

Qualifications and Experience

  • 4+ years of experience working in analytics/consulting
  • Strong background in SQL
  • Some python or coding experience
  • Has developed operational forecasts, with a strong familiarity with Excel
  • Incredibly curious, and very detail oriented
  • Communicate well and often
  • Passion for Venmo
  • Experience with Customer Support data preferred

 

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