Customer Insights & VoC Analyst at Super.com in Remote

Summary: 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 Required Qualifications: - 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 Preferred Qualifications: - 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 Required Skills: Data analytics, Business intelligence, Excel, Google Sheets Important Skills: BI tools Looker, BI tools Metabase, BI tools Tableau, Automation tools Zapier, Automation tools Make Nice-to-Have Skills: Python, Vendor management, Customer success experience, Clear written communication 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.