Kate Farms · 18 hours ago
Customer Care Business Analyst
Goleta, CA
Full-time
Hybrid
Mid Level
$65K/yr - $75K/yr
3+ years expKate Farms is a medical food company dedicated to making nutrition the cornerstone of healthcare. The Customer Care Business Analyst will enhance the department's effectiveness by interpreting data to drive improvements in customer satisfaction and operational efficiency.
Food and BeverageHealth CareNutritionOrganic Food
Responsibilities
Gather data from multiple Customer Care platforms and interfaces to monitor customer care performance against established goals and objectives, identifying areas of success and areas in need of improvement
Collaborate with IT teams to ensure data integrity, accurate reporting, and efficient data management practices
Identify trends, patterns, and anomalies in customer data to provide insights into customer behavior, preferences, and pain points
Maintain PowerBI dashboards, reports, and visualizations that aggregate data from multiple Customer Care platforms (Dialpad, Salesforce, Shopify, and other Customer Care systems) that effectively communicate key metrics, performance indicators, and insights to stakeholders
Own the AI-driven customer sentiment platform, ensuring accurate categorization of feedback and translating insights into clear recommendations for product, training, and process improvements
Lead the ongoing management of the Quality Assurance program, performing regular assessments of Customer Care inquiries. Interpret QA findings to uncover improvement opportunities and advise leadership on training needs and process enhancements
Provide Customer Care leadership and stakeholders with actionable insights and analysis reports based on data to support decision making efforts
Stay updated on best practices and emerging technologies in customer care and data analytics to continuously enhance the team's capabilities
Prepares reports for executive leadership that effectively communicate trends, patterns, and predictions using relevant data. Translate data findings into clearly written, actionable recommendations for upper management based on analysis
Qualification
Required
Bachelor's degree in Data Science, Statistics, Business Analytics, or a related field
3+ years of relevant experience with data analysis and data mining
Proficiency in data manipulation, analysis, and visualization tools such as Python, R, SQL, Tableau, Power BI, etc
Strong analytical skills with the ability to translate complex data into actionable insights and recommendations
Familiarity with customer care software systems, CRM platforms, and ticketing systems
Experience with designing reports and dashboards
Excellent communication skills, both written and verbal, with the ability to convey technical findings to non-technical stakeholders
Detail-oriented mindset with a focus on accuracy and quality of work
Problem-solving skills to identify and address challenges through data-driven solutions
Ability to work independently and collaboratively in a fast-paced, dynamic environment
Strong organizational skills with the ability to manage multiple tasks and projects simultaneously
Strong commitment to company mission and values
Ability to work independently and collaboratively in a fast-paced, dynamic environment
Capability to respectfully share and accept feedback willingly from all levels of the organization
Preferred
A master's degree is a plus
Benefits
Company-matched 401k plan
Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee's eligible dependents
Generous PTO benefit with a starting accrual of 15 days per year (prorated upon hire and increased by tenure)
Two weeks of paid 'Refresh' leave
80 hours of paid sick leave annually
11 paid holidays throughout the calendar year
Paid disability leave
Paid parental / pregnancy leave
Flexible Spending Accounts (FSA)
Tuition reimbursement
Employee Assistance Program
Company
Kate Farms
Kate Farms offers plant-based shakes and formulas for tube-fed adults and children.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$188MKey Investors
Novo HoldingsPacWest BancorpGoldman Sachs
2025-05-12Acquired
2022-09-19Series C· $75M
2021-06-15Debt Financing· $30M
Leadership Team
Michelle Laver
Co-Founder
Tom Beecher
President
Recent News
Company data provided by crunchbase