Vertisystem · 5 hours ago

Customer Service Specialist

United States

Contract

Remote

Senior Level

$65/hr - $90/hr

6+ years exp

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Cloud ComputingInformation Technology

Hiring Manager

Faraz Khan

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Responsibilities

Manage end-to-end analytics, reporting, and partnerships to enhance our product quality and experiences.

Synthesize and analyze customer feedback from multiple sources (e.g., social media posts, retail product/app reviews, support cases, voice of customer surveys) and channels (e.g., 1st and 3rd party retail, public social media) to identify trends, pain points, and areas of improvement for MR and wearable products

Monitor social media channels to identify emerging trends and issues, performing deep dive analysis to uncover root cause and pain points

Champion the voice of customers by widely sharing insights and collaborating with business partners to promote customer-centric decision-making

Develop and maintain robust reporting systems to track customer experience metrics and KPIs.

Integrate direct and indirect customer feedback with other data sources (e.g., operational, and behavioral data) to provide a comprehensive view of product experience drivers

Advocate for customers and influence both corrective actions through periodic and ad-hoc reporting, proactively evangelizing insights among key stakeholders

Collaborate with cross-functional teams to design and plan for future products and services that address the issues, concerns, and desires of customers

Present insights and recommendations compellingly to stakeholders and executives to ensure customer perspectives are at the forefront of strategic decisions.

Help annotate content (e.g. social media posts) to help machine learning model training.

Qualification

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Data AnalyticsCustomer Experience AnalyticsSocial Media Analytics ToolsSQLData VisualizationText Analytics ToolsData-led StorytellingMachine Learning TechniquesCustomer Feedback AnalysisPredictive AnalyticsVisualization ToolsDegree in Analytics/BusinessCross-functional Collaboration

Required

6+ years of experience in data analytics, including experience in social media and product review analytics, customer feedback/survey analysis, product analytics, data science, or related fields

3+ years of experience in customer experience or customer insights analytics

Proficiency in crafting compelling stories using diverse data sources to deliver actionable insights tailored to stakeholder needs

Experienced in creating reports, visualizations, and dashboards and communicating results and analyses to technical and non-technical audiences

Skilled in using social media analytics tools (e.g., Brandwatch, Sprinklr) or running NLP analysis to translate qualitative data and verbatim into actionable insights

Proficiency in working with large data sets using SQL

Familiarity with text analytics tools, including query-based and AI-based systems

Demonstrated ability to work collaboratively with cross-functional teams.

Excellent at data-led storytelling, with a strong ability to convey complex insights to technical and non-technical stakeholders