Job Summary

Customer Support Business Analyst

  • Location:
    Mountain View, California
  • Job reference:
  • Category:
  • Contract Type:

Modis Engineering is currently recruiting for a Customer Support Business Analyst job located in Mountain View, CA for a 1 year contract.

Metric definition/reporting
● Gain a deep understanding of the Customer Service operation in order to interpret and analyze
customer contact data
● Provide deep visibility into customer experience key performance indicators and production
● Provide accurate, timely, and detailed reports on a daily, weekly, monthly, quarterly, and ad-hoc
basis. The ability to prioritize reports is critical
● Evaluates processes, policies, changes/roll-outs to establish performance baselines and/or
predict impact on broader operational metrics (e.g. customer satisfaction, agent handle time,
● Partner with CS to help prioritize improvement opportunities via the established launch and
● Manage Customer Support data pipeline and diagnose/fix issues
● Improve efficiency by designing and developing technical solutions to replace repeated manual
Customer Support analytics/insights
● Develop transparency around improvement opportunities by providing qualitative and
quantitative analysis to identify key trends in CS contacts
● Design and implement solutions to facilitate communication of findings with cross-functional
● Generate impactful data visualization and commentary on customer support trends
● Create scenario/sizing models to drive key business decision making
● Handle other CS responsibilities as needed to support Google Express
● BA/BS degree in a quantitative field (e.g. Engineering, Mathematics, Computer Science,
Operations Research, Quantitative Economics)
● 2-5 years of work experience in a highly analytical role required
○ Prior consulting experience a plus
○ SQL experience a plus
○ Operations analytics experience a plus
● Expert level experience with Google Sheets and/or Excel required
○ SQL experience is prefered
● Strong written, verbal, and presentation skills required
● Demonstrated analytical and problem structuring skills
● High degree of familiarity in applying technical solutions to address business challenges
● Ability to self-start and self-direct work in an unstructured and fast-paced environment; comfort
dealing with ambiguity
● Strong attention to detail

If you are interested, then please click APPLY NOW. For other opportunities, available, please go to If you have questions about the position, please contact Jharna Kachru at 408-328-0778 or

Equal Opportunity Employer Minorities/Women/Veterans/Disabled

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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