Staff Data Scientist Customer Experience at Slack

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.Job CategoryProducts and TechnologyJob DetailsWe are looking for an experienced data scientist to support the Customer Experience team at Slack. At Slack, our mission is to make people’s working lives simpler, more pleasant, and more productive. The Customer Experience team lives this every day, providing a delightful experience to our customers. In this role, you will work closely with the Customer Experience organization to understand and improve the experience people have with Slack across every stage of the customer journey. You will have the opportunity to influence key business and product decisions through your analysis and insights. Your credibility will be strengthened through deep technical skills, strong business sense, and a clear dedication to improving our customers’ experiences. You will bring a solid understanding of SaaS businesses, forecasting models, and ways to process natural language. You can also tell compelling stories with data.Slack has a positive, diverse, and supportive culture—we look for people who are curious, inventive, and work to be a little better every single day. In our work together we aim to be smart, humble, hardworking and, above all, collaborative. If this sounds like a good fit for you, why not say hello?What you will be doing
Apply various data science methods to understand usage patterns of Slack Support 
Perform evidence-based evaluations of the most important drivers of satisfaction with Slack and Slack Support
Build out key success metrics and reporting for the Customer Experience organization 
Prototype foundational data pipelines and partner with the data engineering organization to elevate these into canonical sources of truth for Customer Experience metrics
Identify and clearly communicate potential opportunities to improve the experience of people using Slack
Evangelize evidence-based decision making by partnering with key decision makers and driving general accessibility of data and insights
Organize disparate facts and analyses into a coherent narrative that evaluate the success of and influence product and support strategy
What you should have
A passion for customer support and the role it plays in making a customer-centric team successful
Expertise in scoping work requested by diverse sets of stakeholders
Data science or engineering experience doing data science or quantitative analysis, with preferred experience in settings with multiple consumer user types, such as a marketplace or productivity or collaboration tools. 
Expertise in at least one programming language for data analysis (e.g. Python, R, Scala)
Experience working with data technologies that allow analysis of large amounts of data (e.g. Spark, Presto, Hive, Hadoop, etc). Familiarity with Apache Airflow is a plus.
Comfortable and skilled at written and verbal communication to varied audiences
Experience collaborating with and influencing cross functional partners
Experience in building advanced data pipelines and designing data scheme and table infrastructure
Experience in cleaning sets of data so accurate decisions and forecasts can be made
Plus: An advanced degree (MS, PhD) in a quantitative field (e.g. Computer Science, Economics, Physics)
Plus: Experience with statistical and machine learning methods to build descriptive and predictive models
*LI-YAccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.Posting StatementAt Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.Salesforce, Inc. and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce, Inc. and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce, Inc. and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce, Inc. or Salesforce.org.Salesforce welcomes all.