Principal Data Analyst, Customer Support

Flex is a growth-stage, NYC headquartered FinTech company that is creating the best rent payment experience. It’s hard to believe that it’s 2024 and paying rent on time is expensive, inflexible, and difficult. We’re here to change that! Flex enables our users to pay rent throughout the month on a schedule that better fits their finances and budget. Our mission is to empower as many renters as... possible with flexibility over their most significant recurring expense. After deliberately keeping a stealth profile as we built up unprecedented investor support and an enthusiastic user base, we are looking for motivated individuals to help us keep our mission growing. Will you be a part of the team? About The Role As a Principal Data Analyst, reporting to our Head of Analytics, you will play a key role in helping shape Flex’s future as we strive for a best-in-class Customer Support (CS) experience - helping foster long-term loyalty to Flex with every support interaction. You will partner with CS and Product leaders to help drive towards the goal of customers rarely needing to interact with CS, but ensuring timely, effective, and empathetic resolutions when an interaction does occur. As a Principal Data Analyst, you will partner with cross-functional stakeholders to proactively identify opportunities and help develop solutions for improving Flex customers’ support experience. You will use your analytical expertise to deliver actionable insights and recommendations that drive impactful, customer-facing impact. The ideal candidate is a critical thinker and expert problem solver who can quickly become a subject matter expert within the CS space to ultimately drive better outcomes for our customers. What You’ll Do • Partner with Customer Support leadership, Strategy, Product, Engineering, and other cross-functional stakeholders to achieve business goals • Work closely with cross-functional partners to deliver data-driven insights and actionable recommendations for continuously improving the customer support experience • Collaborate closely with the rest of Analytics and Business Intelligence to improve our source of truth CS data • Monitor and diagnose KPI performance and present findings to senior leadership • Work with CS, Strategy, and Finance to continuously improve CS capacity forecasting/planning • Design tests and perform analyses to evaluate the impact of new product features, operational improvements, and internal tooling changes • Combine data and strategy - being that bridge between what the data is telling us and the implications for strategic priorities within CS Key Qualifications • Bachelor’s Degree with a quantitative focus (Economics, Finance, Computer Science, Mathematics, etc.) • 6+ years of experience using analytical and statistical methods to support and drive critical business outcomes • Prior analytics experience within customer support, customer service, customer experience, or similar functions • Effective communicator who can break down complex technical concepts into simple business vernacular and translate unstructured business problems into clearly defined requirements with minimal oversight • Demonstrated success supporting and influencing business strategy across from an analytics perspective • Advanced experience with SQL, business intelligence tools (e.g., Tableau, Mode, Looker, etc.) • Experience with ETL processes, especially utilizing dbt and Snowflake • Strong quantitative, analytical, and problem-solving skills; must be very comfortable with data analysis and driving decision making • Biased for action - doesn’t let perfect be the enemy of good enough, willing to build a first prototype and improve based on learnings, etc. • Have a natural curiosity to dive into the details and have a strong analytical mindset The national pay range for this role is $170,000-$186,000 in base salary. Individual compensation will be commensurate with the candidate's experience aligned with Flex's internal leveling guidelines and benchmarks. This is a hybrid role based in New York City (3x/week in office). Our office is located in Union Square. Life at Flex: We understand that it takes a diverse team of highly intelligent, curious, determined, empathetic, and self aware people to grow a successful company. Our HQ is located in New York City, but we have employees located throughout the US, Australia, and South America. We are growing quickly, but deliberately, with a focus on building an inclusive culture. Our dynamic team has incredible perspectives to share, just as we know you do, and we take great pride in being an equal opportunity workplace. We offer many employee benefits. For full time, U.S. based employees we offer: • Competitive pay • 100% company-paid medical, dental, and vision • 401(k) + company stock options • Unlimited paid time off with a PTO minimum + 13 company paid holidays • Parental leave • Flex Cares Program: Non-profit company match + pet adoption coverage • Free Flex subscription