Senior Analyst - Customer Experience & Support

Upwork ($UPWK) is the world’s work marketplace. We serve everyone from one-person startups to over 30% of the Fortune 100 with a powerful, trust-driven platform that enables companies and talent to work together in new ways that unlock their potential.  

Last year, more than $3.3 billion of work was done through Upwork by skilled professionals who are gaining more control by finding work they are passionate about and innovating their careers. 

We are looking for a Senior Analyst, Customer Experience & Support to become part of the CX & Trust Analytics team that supports Customer Experience & Support. This role is critical to driving an effective CX/CS strategy for our customers, including but not limited to optimizing the customer support strategy balancing costs with customer satisfaction, improving our disputes and mediation process and utilizing the Upwork Community and Academy more effectively to help our users achieve financial success. This individual will drive insights and partner cross functionally with product management, operations, engineering and the CX/CS leadership to drive changes in our strategy and roadmap.

As a critical member of the CX & Trust Analytics team, you’ll use your quantitative background and expertise manipulating large datasets to analyze, measure and bring unparalleled insights into user behavior, to drive our Customer Experience strategy. If you enjoy building teams and businesses with endless possibilities, this is a great opportunity!

Your Responsibilities:

• Become the authority on our customer experience and unearth deep insights on the customer journey and our operations effectiveness.

• Define the metrics teams use to evaluate their success, perform analysis to understand the impact on growth, and track progress toward those results.

• Propose, design and analyze A/B tests using SQL, Python, R and/or other scripting and statistical tools.

• Present in key meetings and business reviews with our product leadership.

• Tackle complex problems inherent to a double-sided marketplace. Deliver insights that drive changes in product strategy.

What it takes to catch our eye:

• Ability to drive analytics projects end-to-end in a fast-paced environment.

• Passion for getting into the details.

• Strong SQL skills.

• Experience with experimentation (A/B testing, causal inference).

• Previous work with operations in a tech environment.

• Proficiency in one or multiple BI tools such as Looker or Tableau.

• Proficiency in Python or R a plus. 

• Previous experience in a marketplace or e-commerce business.

• Previous experience working with Customer Experience/Customer Support/Customer 360 teams

Come change how the world works.

At Upwork, you’ll shape talent solutions for how the world works today. We are a remote-first organization working together to create exciting remote work opportunities for a global community of professionals.  While we have physical offices in San Francisco and Chicago, currently we also support hiring of corporate full-time employees in 15 states in the United States. Please speak with a member of our recruitment team to determine whether you are located in a state in which we are hiring corporate full-time employees. 

Our vibrant culture is built on shared values and our mission to create economic opportunities so that people have better lives. We foster amazing teams, put our community first, and have a bias toward action. We encourage everyone to bring their whole selves to work and grow together through development opportunities, mentorship, and employee resource groups. Oh yeah, we’ve also got amazing benefits.