Wisetack

San Francisco

51-200 employees

Buy now, pay later for in-person services. Our technology adds financing to any user experience and software platform.

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Lead / Senior Customer Operations Analyst

Wisetack

Lead / Senior Customer Operations Analyst

Data Analytics

This job is no longer open

Company Overview

At Wisetack, we’re building financially-responsible consumer lending products that help service-based businesses thrive.

Founded in 2018 by a team of experienced fintech veterans whose prior experience includes PayPal, LinkedIn, Lending Club, Affirm, Amazon, and other leading companies, Wisetack is a well-funded early stage startup with strong early customer traction. We’re backed by leading VCs, including Insight Partners, Greylock, and Bain Capital Ventures, investors in Airbnb, LinkedIn, Instagram, Dropbox, and many more.

We raised a $45M Series B last year and since then, we've invested in our people and technology and signed a slew of new partnerships. This is a fun stage in any company's lifecycle where we've got the core foundation built, a healthy growth rate, and a clear path to success, but you'd still be joining early enough to help shape the future of the company.

Business Insider recently named us one of the 70 most promising startups changing the world of finance and LendIt just named us as the winner in the Best Emerging Lending Platform category for their Fintech Industry Awards. The external recognition is great, but we're equally -- if not more -- happy with the recognition from our customers. Our current NPS rating is a sky-high 78. We're proud that we're building a product that customers love.

We are looking for an experienced Lead / Senior Customer Operations Analyst to build reporting that will help us improve and monitor our customer support operations. We will level this role to Lead or Senior depending on experience.

The ideal candidate will be known for partnering with Customer Support / Experience / Operations teams to deliver dashboards and KPIs that inform volume, performance, opportunities for improvement and impact to the business. The candidate should also passionately drive data democratization by curating clean “single source of truth” operations datasets and enabling the business with self-serve insights.

Job responsibilities

Improve customer support operations and impact by partnering with our Customer Operation team to create visualizations that bring actionable insights to life for operations leaders
Create reports and KPIs to provide insights on contact volumes, response rates, and performance of our Operations team
Analyze customer support activity such as number of calls and topics of calls to identify opportunities for improvement for the company and product in general
Provide insights on how customer support efforts and performance are impacting the rest of our business, including engagement and retention of our customers
Ingest data from multiple CRMs, connect it to core business data, and curate simplified, clean operations datasets for both self-serve and auto-delivered reporting
Provide ad hoc analyses in other areas of the business as needed, such as providing reporting on general performance to investors or banking partners

Candidate requirements

You must have at least 3 years of experience in customer operations analytics for a Senior level role - if you have additional experience, we will level this role to Lead
Strong SQL and Tableau skills, as well as experience working with Zendesk data
A burning desire to tell stories with data and put data insights into the hands of all
A relentless pursuit of simplicity, consistency, and accuracy
Strong communication skills, with the ability to collaborate with various teams across an organization as well as present data insights and recommendations to executives
Demonstrable problem-solving, quantitative, and analytical skills; strategic and creative thinking along with a “can-do” attitude

What will make you stand out

Experience ingesting Zendesk data into a data warehouse using APIs, connecting it to core business data, and curating it for analytical use
Experience forecasting operations center staffing needs based on call and email volume
Comfortable in an entrepreneurial environment, with its fast pace and fluid nature, comfortable delivering results with a small, lean team

Wisetack is proud to be a remote-first company! Employees in remote roles have the option of working remotely or from the Wisetack office in SF, and may occasionally travel to the Wisetack office or elsewhere for required meetings or team-building events.

Spend a little time on our About Us page researching our team and our values, and check out our Press page and our blog for more background on what we do. If you think this might be a fit, we’d love to hear from you!

This job is no longer open