Customer Support Specialist

Summary

Join Polar Analytics' Customer Support team and empower DTC brands to unlock growth through data-driven insights. As a key member, you will be the voice of our customers, providing exceptional support across multiple channels while maintaining high CSAT scores. You will solve technical problems, build scalable support infrastructure, and optimize processes to improve customer satisfaction. This role offers the opportunity to master the DTC ecosystem, shape support evolution, and contribute to product improvements. You will work with a passionate team dedicated to making eCommerce data accessible and actionable, backed by proven product-market fit and rapid growth. This is a chance to make a significant impact on a rapidly scaling company.

Requirements

• You're passionate about eCommerce and data - You understand the DTC landscape, get excited about helping brands make data-driven decisions, and can speak confidently about metrics like CAC, LTV, ROAS, and conversion optimisation
• You have proven B2B SaaS support experience - Previous customer-facing experience in early-stage startups or small companies with hands-on, scrappy environments where you've worn multiple hats and driven process improvements
• You excel at structured, clear communication - Exceptional written and verbal English skills with the ability to explain complex technical concepts simply, provide detailed context in escalations, and maintain professional correspondence across all channels
• You have strong technical curiosity - Bachelor's degree or equivalent in business/engineering, comfort with data concepts, willingness to learn SQL basics, and ability to troubleshoot technical issues independently
• You thrive with ownership and strategic thinking - Ready to take our US support operations to the next level with proactive improvements, systematic problem-solving, and big-picture thinking that considers broader organisational impact
• You're passionate, humble, and growth-oriented - Always eager to learn, share knowledge with teammates, seek feedback actively, and approach challenges with curiosity rather than frustration

Responsibilities

• Empower entrepreneurs daily - Help thousands of DTC brands unlock growth through data, with solutions they rely on every single day to make critical business decisions
• Join our explosive growth story - Be part of one of the most exciting moments in our journey as we scale, backed by proven product-market fit and 100+ 5-star Shopify reviews
• Master the DTC ecosystem - Get insider access to the fastest-growing consumer brands (from $1M to $1B revenue) and become a knowledge expert in eCommerce, data analytics, and emerging industry trends
• Shape our support evolution - Lead the transformation from reactive support to proactive, scalable systems that anticipate customer needs and drive product improvements
• Multi-channel customer advocacy - Manage customer requests across Intercom, Slack, and email with exceptional response times (≤15 minutes) and resolution quality (≤2 days), maintaining 95%+ CSAT scores
• Technical problem-solving leadership - Triage and prioritise tickets in Jira, handle Level 1 support issues independently, and collaborate seamlessly with engineering teams on Level 2 escalations with comprehensive context and documentation
• Build scalable support infrastructure - Create self-serve documentation, FAQ content, diagnostic tools, and automated solutions that help customers solve problems independently as we scale to support thousands of brands
• Process optimisation and innovation - Identify bottlenecks in current support workflows, propose data-driven improvements, and implement systems that reduce ticket volume while improving customer satisfaction
• Voice of the customer champion - Transform customer feedback into actionable product improvements, working directly with Tech and Success teams to influence our product roadmap and feature prioritisation
• Knowledge transfer and training - Develop internal documentation, train team members on complex product features, and contribute to our growing knowledge base that serves both customers and internal teams

Benefits

• 5 weeks of vacation
• Competitive salary & equity
• Latest MacBook
• Remote Office Upgrade budget to spend in your first year to ensure you have the best environment possible to work in
• Private Health Insurance – Based on your location
• Company-Wide Offsites Every 6 Months – Align on vision and strengthen our team bonds