Senior Data Scientist - Customer Support Insights At Preply, we are unlocking human potential through learning.
We believe learning with a great tutor is life-changing.
That's why we match online tutors from across the globe with learners and empower them to create live language classes with AI-powered tools and learning materials.
This is how we deliver progress, create engagement and keep our global community of learners motivated.
Meet the team!
At Preply, we are constantly running hundreds of AB tests, each with specific tracking and analytic requirements.
This, along with the wide scope of our product and the sophistication of the tutor/learner interactions, makes for some rewarding challenges.
Our Data Team is dedicated to empowering top-quality decision-making.
We closely collaborate with product and experimentation teams to deliver insights that optimize the tutor and learner experience.
What you'll be doing: Master the dynamics of tutors/learners interaction and the economics of Preply's marketplace.
Own Customer Support data end-to-end, from analyzing the impact of refund policies and making recommendations, to measuring the impact of our resolution time, agents performance, agents forecasting, contact rate, etc.
Partner with the Customer Support team leads to develop and refine the Customer Support function within the learners/tutors journey.
Identify growth opportunities and help prioritize our roadmap.
Produce thorough data analytics of customer behavior and usage, effectively communicating them to technical and non-technical audiences.
Contribute to the development of analytics libraries and frameworks.
Collaborate with the Data Strategy team to define standards and best practices as well as sharing knowledge and capabilities across the team.
Build relationships and collaborate with other data and/or technical leaders.
Work with the Data Engineering team to model data in our Data Warehouse and productionize your data pipelines, including third party tools integrations.
Work closely with our BI experts to develop effective data visualizations, reports and dashboards.
What you need to succeed: Experience as a Data Scientist (5+ years' experience).
Previous experience in Customer Support data teams in Marketplaces and/or digital businesses (B2B, B2C, B2B2C).
Good and broad understanding of data analysis concepts such as (but not limited to) conversion, LTV, cohort analysis, retention, etc.
A curious mindset, with a focus on problem-solving and problem finding skills.
Creative mindset and proactive attitude towards the creation and evaluation of new hypotheses.
Knowledge of quantitative fields (statistics, mathematics, etc.).
High level of self-organization, ownership, and responsibility.
Good written and verbal communication skills, with C1 level of English.
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