CX Data Analyst

TITLE: CX Data Analyst

REPORTING TO: Customer Success Manager

PREFERRED LOCATION: New York, New York (On-Site)

Who The Flip Is Flip?

Ever have a bad experience calling customer service? We're changing that!

Flip replaces old customer service phone robots with a modern voice AI experience for over 200 of your favorite brands on the planet. We support companies within eCommerce and Transportation and have another vertical in incubator stages. Our software talks to millions of people weekly and has helped 200M callers so far.

Our growth is inevitable as only 1% of companies have adopted this technology today and yet everyone agrees it is obvious. We aim to lead this change and focus on winning within our verticals, one at a time.

Flip is a profitable, fast-growing and a well-funded 30-person startup. We are in-office, with spaces in NYC, LA, and the UK. Our team is the most important and best thing we’ve built.

What You’ll Do

Support incoming and current brands by identifying trends across their call data, and work closely alongside our CSMs to suggest improvements to optimize the call experience for our customers. The goal is to automate as many calls as we can and notice trends before they become a pattern.

• Data Analysis: Analyze client call metrics for Sales and Customer Success to identify optimization within Flip’s software. May be daily, weekly or monthly call data sets; identifying wins, trends, areas for improvement, and opportunities
• Reporting: Generate clear visualizations and ad-hoc reports that summarize findings, alignment to KPIs, and other notable trends aligned to our values and revenue model
• Performance Optimization: Support Sales and Customer Success in the story telling for what areas of the data are compelling and how they could articulate optimization for our clients
• Cross-Functional Collaboration: Partner with Customer Success, Sales and Product Managers by proactively sharing trends that could improve, optimize or identify gaps
• A/B Testing: Show the impact of opportunities and how the trends could play a major role in optimizing calls for brands both from a performance and revenue perspective
• Curiosity: Be on the lookout for game changing, industry shaking statistics for CX leaders within the ecommerce and retail vertical

Who you are, As an Analyst

• Wrapping up a recent internship or degree and looking to kick start your career
• Relevant experience and/or eagerness to further your career in SaaS within CX
• Experience within Excel, BI tools is a plus

Who You Are, As A Person

• Pays close attention to the details and welcomes new challenges
• Consistent track record of overachieving – hobby, school, athletics, etc
• Go above and beyond consistently, desire to learn and eager to grow
• Eager and willing to support your teammates - just like they will with you!

More About Us

• We're international, spanning the US, UK, and Canada
• We are backed by ScOp Venture Capital, Bullpen Capital, and Forum Ventures, as well as founders & executives from Amazon Alexa, Ada, Attentive, and Simon
• Comprehensive healthcare and unlimited vacation, including a mandatory half week for everyone over July 4, and a full week off at the end of the year

Our customers span the globe, and so do our offices. Flip is committed to providing equal employment opportunities for all employees, applicants, and covered individuals regardless of protected characteristics. We want our company to be as diverse and inclusive as our customers.