Voice of Customer Analyst

September 23

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nonprofits • payment processing • fundraising • crm

51 - 200

Description

• We are seeking a dedicated Voice of Customer Analyst to improve products and services. • Apply expertise in data analysis and visualization to gain insights into user interactions. • Collect and analyze support ticket data to identify trends, patterns, and opportunities. • Collaborate with support agents for accuracy in customer interactions. • Review feature requests and bug reports for product enhancement. • Send surveys to gauge user satisfaction and gather CSAT scores. • Work closely with product team to support development of improvements. • Build and maintain reports, dashboards, and metrics for customer support performance.

Requirements

• Proven experience in quantitative analysis. • Client requirement gathering during meetings.

Benefits

• Fully remote work from the comfort of your home • Generous time off policy of 21 days (birthday included 🎉), 8 designated/floating holidays, 2 paid volunteer days, and 5+ sick days (dependent on state) • Employer-sponsored health insurance plan through TriNet, including medical (United Healthcare), dental, vision, and life • 401(k) retirement plan via TriNet's partner, Empower, with an employer match of up to 4% • Reimbursement package for home office expenses, up to $1.5k • Eligibility for employee equity plan (stock options) • Wellness program with fitness and mindfulness classes • Love your work and our mission of serving nonprofits!