Data Analyst User Operations
Posted Updated 2
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Summary
Data Analyst on the Support/User Operations team at Cursor (Anysphere): owns support reporting and analytics — building dashboards, analyzing ticket/SLA/CSAT/sentiment data, maintaining the issue-prioritization model, and surfacing customer trends. Core stack is SQL, dbt-style transformations, and production reporting tools.
You will own reporting and analytics for Support. You will build dashboards, analyze ticket, SLA, sentiment, and product data, maintain issue-prioritization models, ensure data quality and governance, and surface customer trends that inform product, engineering, and GTM decisions.
Responsibilities
- Build and own Support reporting for ticket volume, SLAs, resolution times, help-center performance, CSAT, CES, sentiment, and capacity utilization
- Turn operational questions into decision-driving analysis
- Maintain the multi-signal bug and issue prioritization model
- Design internal operational and customer-facing dashboards
- Own data quality, governance, and reliability for Support data products
- Surface Voice of Customer trends to product, engineering, and GTM
Requirements
- 5+ years of data analytics, analytics engineering, or similar experience
- Strong SQL skills
- Experience building models and transformations with dbt or an equivalent tool
- Experience building production reporting and dashboards
- Ability to convert ambiguous operational questions into analysis
- Communication with technical and non-technical stakeholders
- Ability to own ambiguous problems end to end
