Business Analyst, Support Delivery
Cloudflare
Lisbon, Portugal
há 4 dias

About Us

At Cloudflare, we have our eyes set on an ambitious goal : to help build a better Internet. Today the company runs one of the world’s largest networks that powers approximately 25 million Internet properties, for customers ranging from individual bloggers to SMBs to Fortune 500 companies Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code.

Internet properties powered by Cloudflare have all web traffic routed through its intelligent global network, which gets smarter with every request.

As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company.

We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that.

We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us!

About the Department

The Cloudflare Customer Support Team solves complicated problems and answers technical questions via phone, email, chat and social media.

Whether it is a Wordpress blogger using our services for free or a global Enterprise business with petabytes of web traffic, we are always eager to assist.

We are the eyes and ears of Cloudflare, acting as the real-time voice of the customer to help communicate their needs and real-world use cases back to the rest of the company - for better service and future product development.

About the Role

We are seeking a Business Analyst to drive analysis and presentation across key Support team initiatives. As the key Business Analyst for Support, you will work within our Customer Support Team and will be responsible for overseeing operational data access and storage, partnering with our Business Intelligence team to leverage data from Support across the company, capturing business requirements, providing analysis, and building a suite of repositories, dashboards and presentations to support our strategy, progress, and performance.

Cost modeling to deliver support services

Support new product launches and understand cost to serve

Annual Budget Planning

Quarterly Budget Management (interfacing with FP&A)

You will also drive quantitative analysis projects from start to finish, developing insights that help us understand the effectiveness of our service teams, and that identify opportunities.

You will assist in the development of business metrics, data structures and analytical frameworks and partner cross-functionally to use data to identify trends and solve problems.

We are looking for someone who is very data driven, enjoys analyzing metrics and drawing conclusions on their business impact and can work independently.

Key Qualifications

3+ years of customer data analytics experience

Proven ability with SQL and Tableau; high-level proficiency with Excel, Data Studio, Big Query and other industry leading data tools

Strong writing, visualization and interpersonal skills

  • Design, create and maintain system reporting, dashboards and KPIs
  • Develop and improve internal processes, optimizing for strategic business outcomes

    Demonstrated experience with quantitative and financial analysis, with an aptitude for synthesizing complex data into key insights that drive informed decisions

    Skillful at communicating complex quantitative analysis in a clear, detailed, and actionable manner to senior executives

    Experience with customer service delivery and experience reporting and analysis required

    Ability to multitask in an extremely dynamic environment, regularly balancing ad-hoc requests with long-term projects and initiatives

    Comfortable working cross-functionally and across organizational levels in different geographies

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