Sr. Strategy and Analytics Specialist
ZapierAbout the role
About Zapier
We're humans who simply think computers should do more work.
At Zapier, we’re not just making software—we’re building a platform to help millions of businesses globally scale with automation and AI. Our mission is to make automation work for everyone by delivering products that delight our customers. You’ll collaborate with brilliant people, use the latest tools, and leverage the flexibility of remote work. Your work will directly fuel our customers’ success, and as they grow, so will you.
Location: North America (our team is split across AMERS time zones)
Job Posted: 5/19/2025
Hi there!
We’re looking for a Sr. Strategy and Analytics Specialist to play a pivotal role in generating insights and strategic recommendations that drive the customer experience at Zapier. This role will serve as a strategic thought partner to Customer Support leadership, focusing on leveraging data and analytics to drive operational improvements, inform decision-making, and support future-focused initiatives. This independent contributor role blends elements of strategy, analytics, and operations to enhance productivity, optimize resource allocation, and align support processes with broader organizational goals. As a subject-matter expert, the Sr. Strategy and Analytics Specialist will bridge the gap between data, FP&A, and customer support teams.
Technical Support Operations builds and supports the tools, automation, and insights that power seamless, efficient customer support. We bridge support, engineering, product, and operations to reduce manual effort, optimize workflows, and drive proactive, data-driven solutions—ensuring support scales with Zapier’s mission of automation for everyone.
If you’re interested in advancing your career at a fast-growing, profitable, impact-driven company, then read on…
About You
Experience
You have 4+ years of experience in a customer-focused analytics, strategy, or operations role. You’ve worked at a B2B or SaaS company where you have experience in analytics and reporting, CRM setup and data architecture, and partnered closely with support stakeholders to improve performance. You’ve identified gaps or opportunities in the customer experience and recommended solutions to improve them. If you have experience in self serve customer automations that’s a bonus.
You love working with data. You have demonstrated the ability to analyze data to identify new opportunities and drive future decisions, while effectively weighing investment versus business outcome. You’ve eliminated data silos that slow execution and hinder reporting. You are highly proficient in data analysis, modeling, and visualization for broad audiences. Your curiosity drives you to use data to uncover opportunities and understand the next steps to drive results.
Problem-solving energizes you. You make work lighter for your teammates by finding more efficient and effective ways to execute work. You dive deep when necessary but can see the long term return on your time investment. You can automate as much as possible to stay focused on solving the highest impact problems. You are comfortable with ambiguity and can break down complex problems into achievable goals. You are hands on with your work, balancing strategy with tactical execution.
You have workforce experience. You’ve worked with forecasting, capacity planning and data modeling frameworks to s
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