Support Operations Data Analyst (WFM)

Support Operations Data Analyst (WFM)

At Auctane, we are united by a passion to help businesses deliver — whatever their size, wherever they are, and however they operate. We make it possible for businesses to meet the ever-changing requirements of their industry and customer expectations. Auctane products enable hundreds of thousands of businesses to annually mail and ship billions of items — over $200 billion worth — to recipients around the globe.

The Auctane family of mailing and shipping software products includes ShipStation, Stamps.com, ShipStation API, Endicia, Metapack, GlobalPost, Packlink, and Return Rabbit. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

Win as One. Delight Customers. Deliver Great Outcomes.

About the Role

We're looking for a Data Analyst who is highly skilled in SQL and passionate about data validation and integrity. In this role, you'll serve as the connective tissue between our data warehouse and operational reporting. You'll play a critical role in validating datasets, building trusted data connections, and ensuring the accuracy of all reporting for Workforce Management and broader Support functions. You'll also help scale our AI-driven support initiatives by delivering insights on automation impact and helping track the performance of AI solutions across channels.

Location: Manila, Philippines (hybrid)

Working Hours: 8am to 5pm CT

Training: ~5 weeks

The Support Operations team is responsible for delivering efficient, scalable, and high-quality customer support. Data is at the core of how we plan, execute, and measure our success. You'll work closely with Workforce Management, BI, and Support leadership to ensure that all reporting—from ticket trends to staffing insights to AI performance—is based on reliable, validated data.

What Will You Be Doing?

• Write and optimize complex SQL queries to extract, join, and transform support and workforce-related datasets
• Conduct rigorous data validation to ensure accuracy and consistency across reporting tools, dashboards, and source systems
• Develop innovative solutions to resolve data issues
• Own the data layer powering all WFM reporting—adherence, staffing, scheduling, productivity, and real-time performance
• Build dashboards and deliver insights on AI-powered support performance, including deflection rates, containment, and resolution quality
• Track and analyze customer interaction trends across support channels, including AI-assisted and automated workflows
• Present clear and precise information regarding the state of the business
• Collaborate with BI and engineering to correct logic errors, improve data structure, and ensure reporting reliability
• Partner with stakeholders to define key metrics and performance indicators related to both agent and AI-driven support
• Document data definitions, logic, and processes to maintain clarity and consistency across systems

What Are We Looking For?

• 2+ years of experience in a data analyst role with a strong command of SQL (window functions, CTEs, aggregation, optimization)
• 2+ years of experience with Looker or equivalent database systems
• Proven experience validating large datasets across multiple systems and resolving discrepancies
• Familiarity with support platforms (Zendesk, Assembled, Zoom Phone) and common support metrics (CSAT, SLA, AHT, deflection, etc.)
• Strong understanding of AI and automation in support, and how to measure impact (containment, escalation, satisfaction)
• Experience building clean, usable dashboards in Looker, Tableau, or similar BI tools
• Strong communication skills—you can confidently explain query logic and discrepancies to both technical and non-technical partners
• Highly detail-oriented, with a relentless commitment to data accuracy and reporting reliability

What Will Make You Stand Out?

• Experience supporting or scaling AI/automation efforts in support operations
• Familiarity with analyzing performance of chatbots, virtual agents, or AI deflection flows
• Experience working alongside a WFM or Support Ops team
• Knowledge of modern data stacks (BigQuery, dbt, Airflow)
• Ability to spot inefficiencies in data structure or processes and propose scalable, data-informed solutions

The Tech

We leverage the following tools to power our operations:

Google Suite & Confluence for communication and documentation Slack for cross-functional collaboration

• Zendesk Workforce Management for scheduling, forecasting, and real-time management
• Zendesk and Zoom Phone for support interactions
• Looker & Zendesk Explore for reporting and analysis

Confluence for documentation Zapier for automation

What Do We Offer?

1. Health & Well-being Auctane prioritizes the health and well-being of our employees and their families.

HMO Medical Insurance: Tiered Maximum Benefit Limit (MBL) based on job level. Comprehensive coverage for the employee and up to two (2) dependents.

Dental Insurance: Coverage for essential dental care services.

Mental Health & Employee Assistance Program (EAP): Access to confidential counseling and support services for mental health and personal challenges.

Wellness Program: Initiatives and resources designed to promote physical and mental well-being.

2. Financial Security & Compensation Enhancements We offer benefits aimed at providing financial stability and enhancing your overall compensation.

Life Insurance: Financial protection for your loved ones.

Accidental Death and Dismemberment (AD&D) Insurance: Additional financial protection in the event of accidental death or dismemberment.

Meal and Clothing Allowance: Up to 3,000 PHP per month for meal and clothing expenses.

Bonuses and Supplemental Income: Opportunity to earn extra wages through company contests and incentives.

3. Time Off & Work-Life Balance Auctane recognizes the importance of rest and personal time for a healthy work-life balance.

Paid Vacation Days: 15 paid vacation days per year, with additional days increasing with tenure.

Paid Sick Days: 15 paid sick days per year.

Paid Holidays: Observation of statutory national and local holidays.

Bereavement Leave: Supportive leave in times of personal loss.

4. Professional Development & Recognition We invest in your continuous growth and acknowledge your contributions to Auctane's success.

Education Benefits: Support for continuous learning and professional development.

Referral Program: Incentives for recommending great talent to join the team.