Remote Voice of Customer Analyst

Summary

Join Donorbox as a Voice of Customer Analyst and contribute to our mission of providing exceptional support to our clients by leveraging your expertise in data analysis and visualization.

Requirements

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

Responsibilities

• Apply expertise in data analysis and visualization to gain insights into user interactions with our products
• Collect and analyze support ticket data to identify trends, patterns, and opportunities for improvement
• Collaborate with support agents to ensure accuracy and quality in customer interactions
• Review feature requests and bug reports to identify areas where the product can be enhanced
• Send surveys regularly to gauge user satisfaction and gather Customer Satisfaction (CSAT) scores
• Work closely with the product team, presenting relevant analysis and insights to support the development of product and service improvements
• Build and maintain reports, dashboards, and metrics to monitor the performance of customer support

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