The Twitter Service organization creates meaningful connections with our customers that promote healthy exchange in the public conversation. We do this by developing customer support solutions at scale in a rapidly changing and global environment. Whether we're optimizing operations, guarding the ability of customers to safely use Twitter through investigation of and  enforcement against those who violate our terms, or driving content and support channel strategies, we're with our customers every step of the way.

Who we are

Twitter Service is the Heartbeat of Twitter. Twitter Service (TwS) VISION is to directly support the customer and to internally amplify their voice, to ensure their ability to engage in the public conversation on Twitter. To achieve this vision, our MISSION is to: Remove any barriers for our customers in participating in the public conversation by providing help, proactive and reactive enforcement, and customer service that is informed by customers’ expectations and ensures accurate enforcement outcomes aligned to our policies. 

The training and quality team within the Twitter Service is on a mission to “Drive flawless customer experience by Providing Best in Class Training and Quality Services”. We aim to improve the agents’ and our policy enforcement performance and quality scores and subsequently the overall customer experience by enhancing our agents’ understanding of Twitter policies through best in class training & quality programs and continuous monitoring of quality scores that feed into data driven training improvements. Training and Quality is a core TwS function and is present in various capacities whenever there is customer engagement, policy enforcement and content moderation practices. We have a global team around the world operating 24/7 to serve our customers. 

What you’ll do:

As a data analyst you will be responsible for creating and maintaining reports and dashboards that house information on operational performance and policy vulnerabilities. You will use data to provide insight into our policies and workflows, measure vendor performance and make recommendations for product and process improvements. You will work cross-functionally with teams to ensure reporting and analytics needs are met. 

As a data driven analyst, you will support the team’s initiatives and projects by creating and maintaining meaningful reports, data points and trends. You will use data to inform on our workflows in addition to drilling down on trends. You will be able to analyse the data to assess the health of multiple workflows and products and make recommendations for increasing performance. 

Main Responsibilities

• Create effective data visualizations, reports and analytical solution that will provide the team with critical insights

• Collaborate with teams across TwS and external vendors, including our business analysts team to understand how we operate. 

• Evaluate and consolidate data and insights into easy to review and understand reports to distribute to a variety of stakeholders

• Conduct deep dives & analytical investigations into inconsistent trends in data

• Help analysts to establish benchmarks, inputs and critical metrics for new programs

Who You Are:

You are a passionate team member with relevant experience in data analytics, excellent communication skills, strong and tons of enthusiasm playing with numbers and deriving meaningful insights:

• Strong data analysis experience and SQL experience for data extraction, manipulation, and analyses

• Experienced in Visualization tools like Domo, Tableau, Looker or similar

• Experience working on Google suite

• Analytical Capabilities: You can leverage data and metrics that enable you to make informed decisions on a day-to-day basis. You are able to build your own reports and dashboards and will use your findings to optimize vendor performance and validate numbers.

• Communication: Exceptional written and verbal communication skills. You can be trusted to speak for and represent the global Vendor Operations team. You seamlessly present ideas and project proposals to all levels of the business. You are proactive and navigate ambiguous situations with confidence and know the right situations in which to raise a red flag to your leadership team. 

• Problem solving and resourcefulness: People will come to you with problems that they can’t solve and look for guidance. You research possible outcomes and proactively make recommendations to your stakeholders. You understand how to prioritize across multiple projects. 

• Team Player: You are part of an organization that relies on a lot of mutual trust and respect to get stuff done. You’ll give and take feedback well, learn from your mistakes and operate with a growth mindset.

• You enjoy digging into details and operating at the lowest grain

• You enjoy collaboration and know how to develop productive relationships with partners

• You are comfortable pulling data from multiple sources, reading and analyzing data, doing analysis in google sheets, and partnering with analytics partners for more complex analyses. Proficient in SQL and statistical analysis.

• Minimum Qualifications

  • BA/BS degree or local equivalent

  • 3 - 5+  years experience in complex data analysis 

  • Experience working with content management systems and/or quality assurance software

• Preferred Qualifications

  • Degree in Business, Statistics, or Data Analytics

  • Experience working in hi-tech, online or telecommunications industries

  • Experience with Quality Process Outsourcing, Lean Six Sigma, Kaizen or PMP

  • Domain and Industry Experience: Background experience with call center services, data analysis, tech troubleshooting, social media / content moderation background

  • Active, passionate Twitter user with strong interest in social media

We are committed to an inclusive and diverse Twitter. Twitter is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status. All of your information will be kept confidential according to EEO guidelines.