Experteer Overview

As Reporting Manager you will own the reporting infrastructure in Customer Support Operations, turning raw data into actionable insights to drive strategic decisions. You will work with Support, Operations, and Leadership to ensure performance is measured, understood, and continuously improved. This high-impact role combines technical analytics with clear storytelling to a broad range of stakeholders.

You will shape dashboards and reports that illuminate ticket routing, SLA performance, and customer outcomes, enabling data-driven decisions and measurable improvements. Your work supports cross-functional alignment and scalable reporting practices.

Compensaciones / Beneficios

Design, build, and maintain advanced reports in Zendesk Explore to deliver actionable insights

Develop and manage custom dashboards visualizing live and historical data (ticket volume, backlog, first reply time, resolution rates, CSAT)

Translate business questions into analytical frameworks and provide data-driven answers

Deliver regular and ad hoc reporting to leadership and stakeholders at varying levels of detail

Build dashboards for different stakeholder groups and iterate based on feedback

Ensure data accuracy, consistency, and integrity across reporting outputs

Analyze ticket routing workflows, identify misrouting patterns, and optimize routing logic





Collaborate with Support Operations and Zendesk Administrators to implement data-informed routing improvements

Define, configure, and report on SLA targets; monitor real-time breach risks and performance

Maintain SLA compliance dashboards and propose corrective actions to prevent breaches

Conduct SLA performance reviews and present findings with recommendations

Identify opportunities to automate reporting, document data definitions, and stay current with Zendesk Explore features

Responsabilidades

3-5+ years in a reporting, analytics, or business intelligence role, ideally in customer support or operations

Proven expertise with Zendesk Explore, building advanced reports, metrics, and dashboards

Strong understanding of SLA frameworks and reporting in a support context

Experience creating dashboards for multiple audiences using live and historical data

Analytical skills to interpret large datasets and present findings clearly

Experience analyzing and optimizing ticket routing workflows in a CRM/helpdesk

Strong communication and presentation skills translating data for technical and non-technical audiences

Requisitos principales A competitive but adaptable career plan hybrid working model: up to two days remote

Travel discounts

Discounts on Medical Insurance plans

Data And Insights - Reporting Manager

Madrid, Kingdom Of Spain, ES

📌 Data And Insights - Reporting Manager (Madrid)
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📍 Madrid