Customer Support @ Polar Analytics

Location Type: Remote Employment Type: Full-Time

Polar Analytics: The All-in-One Data Platform for Consumer Brands 🐻‍❄️

Polar Analytics simplifies data so brands can make smarter, faster decisions without the complexity of traditional tools. Powerful yet user-friendly, it gives DTC brands the insights they need to scale profitably. 🚀

Our mission? To help indie DTC brands compete and grow—faster and more profitably.

What Makes Polar Analytics Unique? 💎

• 🔥 4,000+ Brands and Growing: Scaled to 4,000+ active merchants (Jan 2025) and on track for 10,000+ this year.
• 💡 Cutting-edge tech, Built for Simplicity: Leverages the modern data stack to deliver enterprise-level insights—without the need for a data team.
• 💰 Backed by World-Class Investors: Raised $28.5M with Frst, Point9, and Chalfen Ventures, a top-tier B2B SaaS investor known for spotting future unicorns early.
• 👥 A Team of eCommerce Experts: Team brings experience from leading eCommerce SaaS platforms, united by a mission to build the next industry leader.

Customer Support @ Polar Analytics

Customer Support at Polar is where empathy meets expertise. Our team ensures thousands of DTC entrepreneurs get the data insights they need to grow their brands, while building scalable support systems that evolve with our rapid growth. You'll be the voice of our customers internally and the face of Polar externally, working alongside a passionate team dedicated to making eCommerce data accessible and actionable.

Why This Role?

• Empower entrepreneurs daily: Help thousands of DTC brands unlock growth through data, with solutions they rely on every single day to make critical business decisions.
• Join our explosive growth story: Be part of one of the most exciting moments in our journey as we scale, backed by proven product-market fit and 100+ 5-star Shopify reviews.
• Master the DTC ecosystem: Get insider access to the fastest-growing consumer brands (from $1M to $1B revenue) and become a knowledge expert in eCommerce, data analytics, and emerging industry trends.
• Shape our support evolution: Lead the transformation from reactive support to proactive, scalable systems that anticipate customer needs and drive product improvements.

What's the Scope?

• Multi-channel customer advocacy: Manage customer requests across Intercom, Slack, and email with exceptional response times (≤15 minutes) and resolution quality (≤2 days), maintaining 95%+ CSAT scores.
• Technical problem-solving leadership: Triage and prioritise tickets in Jira, handle Level 1 support issues independently, and collaborate seamlessly with engineering teams on Level 2 escalations with comprehensive context and documentation.
• Build scalable support infrastructure: Create self-serve documentation, FAQ content, diagnostic tools, and automated solutions that help customers solve problems independently as we scale to support thousands of brands.
• Process optimisation and innovation: Identify bottlenecks in current support workflows, propose data-driven improvements, and implement systems that reduce ticket volume while improving customer satisfaction.
• Voice of the customer champion: Transform customer feedback into actionable product improvements, working directly with Tech and Success teams to influence our product roadmap and feature prioritisation.
• Knowledge transfer and training: Develop internal documentation, train team members on complex product features, and contribute to our growing knowledge base that serves both customers and internal teams.

This Job is Made for You If:

• You're passionate about eCommerce and data: You understand the DTC landscape, get excited about helping brands make data-driven decisions, and can speak confidently about metrics like CAC, LTV, ROAS, and conversion optimisation.
• You have proven B2B SaaS support experience: Previous customer-facing experience in early-stage startups or small companies with hands-on, scrappy environments where you've worn multiple hats and driven process improvement.