Customer Support Specialist at SPINS in Remote

Summary: SPINS is a leader in leveraging data for the Health & Wellness industry, providing clients with innovative tools for consumer insights. The Customer Support Specialist role involves solving complex client issues, advocating for clients, and collaborating with internal teams to influence product development based on customer needs. Responsibilities: - Investigate and resolve complex client issues by thinking critically about root causes, not just symptoms—own cases from intake through resolution - Master SPINS' data platforms (Point-of-Sale, Panel, eComm) and understand how CPG brands use our solutions to drive business decisions - Partner with Product, Data, and Engineering teams to solve technical issues and influence product roadmap based on client needs - Identify opportunities to scale support through better training, documentation and automation - Stay current on natural products industry trends and how clients leverage data for category management and sales strategy - Act as the voice of the customer internally, surfacing product improvements and advocating for client experience Required Qualifications: - 1-3 years in a client-facing analytical or support role - Critical thinking skills: Question assumptions, dig into root causes, consider multiple approaches before acting - Independent problem-solver: Comfortable navigating ambiguity and making decisions without constant oversight - Complex topic comprehension: Quickly understand technical concepts, data relationships, and system interactions - CPG/data fluency: Familiarity with how consumer brands use data (sales trends, market share, distribution) or eagerness to learn rapidly - Strong communication skills—explain technical concepts clearly to analysts and executives - Advanced Excel; comfortable learning new software platforms quickly Preferred Qualifications: - Natural/specialty products industry or CPG syndicated data experience - Experience with CRM/ticketing systems (Salesforce) or business intelligence tools Required Skills: Analytical thinking, CPG/data fluency, Advanced Excel Important Skills: CRM/ticketing systems, Technical problem-solving Nice-to-Have Skills: Intellectual curiosity, Collaborative spirit Benefits: We embrace hybrid work options so that you have the flexibility to create a work/life balance that actually works!, Each employee is allotted paid time to use to volunteer with an organization of their choice and charitable donations are matched., Semi-annual company-wide employee survey that is used to shape company programs, perks, and culture.