About Pinterest:
Millions of people around the world come to our platform to find creative ideas, dream about new possibilities and plan for memories that will last a lifetime. At Pinterest, we’re on a mission to bring everyone the inspiration to create a life they love, and that starts with the people behind the product.
Discover a career where you ignite innovation for millions, transform passion into growth opportunities, celebrate each other’s unique experiences and embrace the flexibility to do your best work. Creating a career you love? It’s Possible.
Pinterest Support Operations is the eyes, ears, voice, and advocate for all customers (Advertisers, Business Partners, Merchants, Content Producers, Pinners) on the platform. We enhance the Pinterest experience for Pinners and Advertisers by being a trusted, innovative resource: delivering timely support, customer-focused solutions, and insights to foster engagement, growth and inclusivity.
As a Lead Data Analyst for Pinterest Support Operations (PSO), you will use data to shape the future of support at Pinterest. You will be combining your quantitative analysis and data wrangling skills with insights that will inform recommendations to cross-functional partners, strategic decision making at all levels of the organization, and improvements in support quality and efficiency. You will collaborate with global teams on a wide array of business problems with a diverse set of cross-functional partners across Product, Engineering, Sales, and Trust & Safety. Your work will impact not only customer support today but what the Pinterest product and Support Operations org should look like in the future.
What you’ll do:
- Tell compelling stories with data—combine statistical rigor with effective presentation to make complex insights accessible to non-technical audiences and drive strategic decisions
- Partner with leadership to define baselines, success metrics and key drivers for Support Ops initiatives
- Maintain a high bar for data quality: establish governance rules, monitor pipeline health, and ensure standardized taxonomies for insights reporting
- Develop forecasting and planning models (e.g. ticket volumes/drivers, vendor staffing, channel mix, cost-to-serve) to inform operational decisionmaking
- Build, automate, and own executive-level dashboards, recurring reports, and ad-hoc analyses that surface trends in ticket volume, contact drivers, handle time, CSAT/NPS, escalation rates, and agent productivity
- Conduct deep-dive/root-cause investigations on spikes or anomalies in service metrics; turn findings into prioritized, data-driven action plans with clear recommendations
- Work collaboratively with various cross-functional teams and proactively seek and incorporate feedback into deliverables
What we’re looking for:
- 8+ years of professional experience in business and data analytics in demanding and highly analytical environments
- Experience analyzing and visualizing data in a fast-paced, data-driven environment, building dashboards and tools with proven ability to solve real-world problems on web-scale data
- Strong communication and presentation skills with the ability to explain learnings and provide strategic recommendations to both technical and non-technical partners
- Fluency in SQL and hands-on experience with visualization tools like Tableau or Looker. Bonus points for experience in Python (or similar scripting languages) and ETL/ELT experience with tools like dbt, airflow or similar, but not required.
- A team player who’s able to partner with cross-functional leadership to quickly turn insights into action
- Bachelor’s degree in a relevant field such as Data Analytics, Information Systems, Statistics/Math, Economics, Finance or equivalent experience
Relocation Statement:
- This position is not eligible for relocation assistance. Visit our PinFlex page to learn more about our working model.
In-Office Requirement Statement:
- We let the type of work you do guide the collaboration style. That means we're not always working in an office, but we continue to gather for key moments of collaboration and connection.
- This role will need to be in the office for in-person collaboration 1-2 times per month and therefore needs to be in a commutable distance from our Dublin office.
Our Commitment to Inclusion:
Pinterest is an equal opportunity employer and makes employment decisions on the basis of merit. We want to have the best qualified people in every job. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, religion or religious creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, age, marital status, status as a protected veteran, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member) or any other consideration made unlawful by applicable federal, state or local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you require a medical or religious accommodation during the job application process, please complete
this form for support.