Senior Support Intelligence Analyst - Remote, Canada

Shopify Support is a team of over 1500 hard-working and dedicated individuals committed to providing a high quality service that enables Merchants all over the world to fulfill their entrepreneurial dreams. Our mission is to make commerce better for everyone and we are constantly innovating how to do this more effectively. 

The Support Business Insights team is a cross-functional team that connects Shopify, its Merchants, and Support; providing insights that drive outcomes for our business. This requires a deep understanding of Shopify’s business model as well as Support’s role within it.  A strong understanding of statistical and mathematical concepts will be the glue that leads to success within the role as you uncover insights that lead to organizational change. 

As a Senior Analyst you’ll be pairing statistics and empirical research with data analytics to identify: opportunities for value-driven strategic growth, opportunities for Support to become more operationally efficient, and the value of our various services and recommended service levels.

You will work directly with executives and all levels of leadership, support tooling and infrastructure, knowledge management, workforce planning and many other teams to help map out and implement solutions that will improve our business.

You'll love this opportunity if you love solving puzzles and enjoy a high-trust environment with spirited debate (and having a great sense of humour never hurts)! You're naturally curious about technology, business and how things work, and you understand that learning is a lifelong pursuit. You thrive in an environment with high levels of autonomy and flexibility, and you navigate well within a quickly changing and often ambiguous environment. You hold yourself and your coworkers to high professional standards but also understand how to communicate those standards in a productive way. Finally, while you enjoy large scope and long-term projects, you also love scrappy and reactive firefighting. 

If this sounds like you, read on to learn more about the responsibilities and requirements of the role!

Your responsibilities will include:

    • Review Support team processes to identify opportunities to become more efficient and effective

    • Utilize data to design quantitative models that explain/predict the health of our front line operations, uncovering new opportunities

    • Develop and critique analytical standards and quantitative/qualitative methods to identify new business insights 

    • Helping stakeholders understand the tradeoffs that balance the needs of merchants, employees, and the business

Requirements for the role:

    • A solid foundation of experience in high growth B2B SaaS technology, Business Operations, or management consulting environments

    • A strong command of SQL programming

    • Skilled with Python and/or R for statistical analysis, and experienced in applying data science research methodology in industry

    • Strong skills in statistics and empirical research (the ability to scientifically clean and analyze data, and test hypotheses with exceptional attention to detail)

    • An understanding of research methodologies enabling you to provide insights and recommendations on best path forward in regards to methodology selection

    • Experience in business analysis; employing techniques such as interviewing, observation, surveying and more

    • Well-structured and thorough documentation skills

    • Ability to tell a story with data, visually and verbally, to guide conversations with business managers

    • Excellent influencing and negotiation skills, demonstrating a high degree of professionalism and maturity

    • Strong aptitude for problem solving, project management,  and designing creative solutions to unique challenges

    • Excellent interpersonal and collaboration skills - you are able to work effectively with a diverse group of stakeholders

    • Grit: you are conscientious, resilient, and dedicated to achieving excellence and driving results

    • Exceptional time management and organizational skills - ability to manage multiple priorities and timelines and address challenges in a collaborative team environment

Bonus experience:

    • Have actively mentored colleagues in roles junior to you

If you're interested, please include a cover letter addressed to your favourite fictional character and let us know why this is the role for you. In the cover letter, tell us a bit about why you’re interested in working for Shopify, what attracted you to this role, and why you’d be the best person for the role!

Closing date: Tuesday, Oct. 20, 2020 at 4pm EST

We aim to get back to all applicants within 2 weeks of the closing date.

At Shopify, we are committed to building and fostering an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity and inclusion enables us to truly make commerce better for everyone. We strongly encourage applications from Indigenous people, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities.

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