Sr Business Analyst

Reports To: Director, Revenue Operations
Location: United States ( Remote)

About Us
HighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We are proud to support a global and growing community of over 2 million businesses, including agencies, consultants, and businesses of all sizes and industries. HighLevel empowers users with all the tools needed to capture, nurture, and close new leads into repeat customers. As of mid 2025, HighLevel processes over 4 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million hostnames.

Our People
With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home.

Our Impact
As of mid 2025, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve each month. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen.
Learn more about us on our YouTube Channel or Blog Posts

Who You Are:
We’re looking for a Senior Business Analyst to join our Revenue Operations team. In this role, you’ll partner closely with the VP of Support and Director of Revenue Operations to provide data-driven insights that enhance the performance and efficiency of our global Support organization.
You’ll play a key role in analyzing trends, interpreting data, building and refining Tableau dashboards, and consulting with leadership on best practices for leveraging analytics to improve business outcomes.
This is a highly cross-functional role that sits at the intersection of data analytics, business strategy, and operational excellence decision making processes.

What You’ll Be Doing::
• Partner with the VP of Support to deliver actionable insights that inform strategic decisions and improve performance.
• Collaborate with the Business Intelligence (BI) team to design, build, and maintain Tableau dashboards that visualize Support performance metrics (CSAT, ticket volume, SLA adherence, handle times, etc.).
• Translate complex datasets into clear narratives and recommendations for Support leadership and front-line managers.
• Gather analytics requirements and ensure dashboards and reports align with evolving business needs.
• Conduct ad hoc and recurring analyses to identify trends, anomalies, and opportunities for operational improvement.
• Act as a consultant to the Support team, advising on data interpretation and best practices for using metrics to drive results.
• Partner with BI and data engineering teams to validate data accuracy and optimize data models.
• Document reporting processes and ensure consistent data governance standards.
• Establish and govern data standards in collaboration with operations leadership to ensure consistent, reliable metrics across teams.

What You’ll Bring: :
• 5+ years of experience in data analytics, business intelligence, or operations analysis, ideally in a SaaS or customer support environment.
• Must have experience working in or alongside a Support organization within a technology or software company.
• Expertise in Tableau (dashboard creation, optimization, and maintenance).
• Strong SQL skills and familiarity with large datasets and relational databases.
• Ability to interpret complex data and communicate insights to both technical and non-technical audiences.
• Proven ability to collaborate across teams — BI, operations, support, and leadership.
• Solid business acumen and a strong understanding of customer support metrics and drivers.
• General understanding of AI concepts and hands-on comfort with AI productivity tools/workflows; no deep ML expertise required.
• Nice to have:
• Experience with customer support systems (e.g., FreshWorks, Zendesk, Assembled, or similar).
• Familiarity with data warehouses such as Snowflake, Redshift, or BigQuery.
• Experience in a scaling SaaS environment.
• Degree in Business, Analytics, Economics, or a related field (Master’s a plus).

The salary range for this position is $100000- $125000 annually.

Equal Employment Opportunity Information
The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.