Data and Insights – Reporting Manager

What we offer

• A competitive but flexible career plan.

• We believe in an hybrid working model, you can work up to two days per week remote, but you are also going to enjoy the excellent work environment at our modern offices in the heart of Madrid.

• Travel discounts (of course!).

• Discounts on Medical Insurance plans.

Competencies

• Analytical ThinkingData AnalysisProblem Solving/Analysis

Requirements

• 3–5+ years of experience in a reporting, analytics, or business intelligence role, preferably within a customer support or operations environment

• Demonstrated expertise with Zendesk Explore, including the ability to build advanced custom reports, calculated metrics, and complex filtered dashboards

• Strong understanding of SLA frameworks and experience tracking and reporting on SLA performance in a support context

• Proven experience building custom dashboards for multiple stakeholder audiences using live and historical data

• Solid analytical skills with the ability to interpret large datasets and present findings in a clear, concise manner

• Experience analysing and optimizing ticket routing workflows and triaging logic within a CRM or helpdesk platform

• Strong communication and presentation skills with the ability to translate data into narrative insights for both technical and non-technical audiencesPreferred Qualifications

• Experience with additional BI or reporting tools (e.g., Tableau, Looker, Power BI)

• Familiarity with Zendesk Suite, including Views, Triggers, Automations, and Macros

• Background in SQL or other data querying languages

• Experience working in a fast-paced, high-volume support environment.

• Required Qualifications

• What Success Looks Like in This Role:Within the first 30 days, you will have audited existing reports and dashboards and established a clear understanding of current reporting gaps.Within 60 days, you will have delivered improved or rebuilt dashboards for key stakeholder groups and identified key SLA performance risks.Within 90 days, you will have implemented measurable improvements to ticket routing analytics and established a regular reporting cadence with leadership.