[Remote] Customer Insights & VoC Analyst
Note: The job is a remote job and is open to candidates in USA. Super.com is a company focused on maximizing the lives of its customers and team members. They are seeking a detail-oriented analyst to work closely with the Customer Success team, supporting data, reporting, and platform work related to Voice of Customer and reputation functions.
Responsibilities
- Own VoC, CSAT, and reputation reporting — dashboards, weekly and monthly reports, and ad hoc analysis for cross-functional teams
- Maintain and improve the taxonomy, metadata layers, and data quality of our customer intelligence platform — validating outputs, correcting misclassifications, and coordinating with vendors to continuously improve accuracy
- Track reputation performance across review platforms, social channels, and search, and contribute to the analysis behind our reputation strategy
- Support the expansion of our VoC function — new feedback channels, product-specific insights packages, and churn and retention research
- Build automations to eliminate manual reporting tasks and set up notification systems to keep the team proactively informed
Skills
- 1–3 years of experience in data analytics, business intelligence, or a related role
- Strong attention to detail. You are comfortable sitting inside messy, complex data and finding what does not add up
- Proficiency with Excel or Google Sheets; experience with BI tools like Looker, Metabase, or Tableau
- Clear written communication. You translate data into plain language that non-technical stakeholders can act on
- Comfortable managing ongoing vendor or platform relationships and following up until issues are resolved
- Self-starter mindset — you spot inefficiencies and fix them without being asked
- Experience with automation tools (Zapier, Make, or similar) is an asset
- Experience in fintech, travel, or SaaS industries
- Familiarity with sentiment analysis tools or social listening platforms (SentiSum, Chattermill, Brandwatch, etc.)
- Background in customer success, support operations, or Voice of Customer programs
- Experience with Python or other scripting languages for data manipulation
- Knowledge of API integrations and webhook configurations
- Previous experience documenting processes and building internal knowledge bases
Benefits
- Remote-First Flexibility: Work from anywhere in the world and choose the hours that suit you best.
- Time to Recharge: Enjoy unlimited PTO, company-wide recharge days, and annual team offsites.
- Everyday Perks: Weekly UberEats credits and travel discounts on SuperTravel help you enjoy the little things.
- Family-Friendly Benefits: We support growing families with generous parental leave and a flexible return-to-work plan.
- Comprehensive Compensation: Competitive salary, equity options, annual bonus, retirement matching, and top-tier benefits packages.
- Investing in You: Access to wellness budgets, personal development funds, and team-level learning resources.
Company Overview