Analyst, Customer Support

The Opportunity

The Analytics team plays a critical role in how we understand our customers and achieve our mission to help people get their best sleep. We are a rapidly growing team that uses data  to uncover actionable insight,  empower our stakeholders to make better business decisions, and identify opportunities to improve our products and  user experience.

As our first analyst supporting Customer Service, you will aggregate and synthesize our CS data, build tools, and communicate insights to help the team optimize internal performance and improve our broader customer experience. This role reports to the VP of Analytics and Data Insights, and must be based in the United States or Canada. Hatch is based out of California, so this role would be asked to be available during PST/PDT hours.

What you’ll do

Within 3 months

• Build a solid understanding of our current CS team, workflows, tooling, and data streams. 
• Revamp dashboards and reports to empower the CS team to automate processes, understand performance, and uncover themes in customer feedback
• Perform ad hoc deep-dives to size issues reported by customers,  connecting insights back to product data  to meaningfully improve customer experience.
• Become a trusted partner that delivers actionable learnings and insights for your Customer Service partners and the broader Analytics team.

Within 6 months

• Lend your analytical skills and CS expertise to workforce management and forecasting discussions.
• Work cross functionally with Product, QA, and engineering to rapidly  detect,  triage and solve new issues.
• Start to think about how  internal measurement strategies correlate to CSAT scores, and how we can use data to drive CS forward, as a team and as a company.
• Tell compelling data stories to internal stakeholders with insightful decks/dashboards that benchmark performance and emphasize insights &  recommendations.

After 1 year

•  Assist in the  design and execution of projects that deepen our understanding of our customer base and the competitive landscape.
• Work closely with the Customer Service and Product organizations during all points of the product development process,  from performance analysis to customer satisfaction. 
• Think creatively about how to apply advanced approaches (NLP etc) to further leverage CS data.
• In close partnership with Product, Design, and Content, continue to identify metrics and levers to help improve the customer experience and Hatch’s business strategy.
• Actively contribute to a data-first culture within the organization. 

What you’ll bring

• 3+ years of quantitative industry experience (Analytics, DS)
• Advanced SQL skills and fluency with  analytics and visualization platforms & technologies to manipulate and analyze data. Familiarity with statistical methods a plus.
• Experience  with CS metrics and tools (Zendesk) and a deep sense of customer empathy.
• A natural desire to learn new things, understand the inner workings, and take a deep dive into the data that helps us better understand our business and helps us achieve our goals.
• A passion for collaboration and strong cross-functional communication skills to partner effectively with both technical and non-technical teams.

Why You Will Love Working at Hatch!

• We are certified as A Great Place to Work! 97% of our employees have reported that Hatch is a great place to work.
• We have an amazing leadership team that truly values its employees and lives our company values each and every day.
• We delight our customers with something everyone needs: a good night’s sleep!
• Our team is collaborative, fun, and brilliant!
• You have an opportunity to make a large impact in people’s lives
• We are backed by world class investors including True Ventures and have strong revenue growth.
• We let you take care of what you need by offering a flexible/remote work environment

We also take care of you through our comprehensive compensation package and many other perks and benefits including:

• 100% paid medical, dental, and vision for employees and 80% coverage for dependents
• Meaningful equity
• 401(k) match with no vesting schedule
• 16 weeks paid parental leave for those important moments in life
• 16 free therapy sessions on Samata Health's platform for you and one other adult dependent
• Financial Support for Family Planning
• Remote office allowance
• Monthly Internet reimbursement allowance
• Friends and Family discount on our products
• Discount program from popular brands in travel, entertainment and retail
• Many other spontaneous perks