Note: The job is a remote job and is open to candidates in USA. Mindlance is a company focused on leveraging customer feedback to drive service improvements. The role of Customer Experience and Support Analyst involves analyzing support data to identify areas for enhancement and collaborating with teams to implement strategies that improve customer support.
Responsibilities
- Identify trends, opportunities, and pain points across Reality Labs' customer support channels using various data sources (customer support operational data, case transcripts, surveys, and other relevant data)
- Monitor customer feedback to identify emerging trends and issues and perform root cause analysis
- Integrate customer feedback data with other transactional, operational, and behavioral data sources to create a comprehensive picture of experience drivers
- Advocate for customers and influence corrective actions through periodic and ad-hoc reporting, proactively evangelizing insights among key stakeholders
- Collaborate with cross-functional teams to identify root causes of customer issues within support functions and develop action plans to remediate and measure effectiveness
- Utilize various systems and tools (AI analytics tools, Salesforce, Hive) to analyze and deliver insights
- Present insights and recommendations to stakeholders and executives through compelling and engaging presentations
Skills
- 6 years of experience in data analytics, data science, or related analytical roles
- 6 years of work experience in analytics, data querying languages such as SQL, and statistical analysis methods
- Experience with data-led storytelling and demonstrated experience in conveying complex insights to non-technical stakeholders
- Experience working with Customer Experience or Voice of Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback
- Experience working with customer support operational metrics
- Experience with statistical analysis techniques and utilizing R, Python, or similar scripting languages/tools
- Master's degree in Computer Science, Data Science, Statistics, Mathematics, or related field
- 3 years of experience in customer experience, customer support, customer care, or other service-related analytics roles
- Proficiency in AI-powered tools: Demonstrated working knowledge of Generative AI technologies (e.g., LLMs and AI agents), with experience designing, prompting, and orchestrating AI systems (e.g., prompt engineering) to automate data analysis, synthesize insights, and execute multi-step analytical tasks (e.g., prompting agents to clean datasets or build visualizations)
- Experience working with Salesforce
- Knowledge of predictive analytics or ML/AI techniques
- We are seeking someone with strong technical, statistical, and AI-related skills. The ideal candidate is eager to learn and apply AI technologies, preferably with prior or current hands-on experience. Most analyses are not yet automated using AI, so this individual must be willing to help drive that transition and build scalable AI-enhanced solutions on top of existing processes
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