Customer Support Specialist - US

United States

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Data & Analytics, eCommerce, SaaSIndustries

Requirements

The ideal candidate has proven B2B SaaS support experience, preferably in early-stage startups or small companies with hands-on, scrappy environments. A passion for eCommerce and data, with an understanding of the DTC landscape and key metrics like CAC, LTV, ROAS, and conversion optimization, is essential. The ability to speak confidently about these metrics and drive process improvements is also required.

Responsibilities

The Customer Support Specialist will manage customer requests across multiple channels, including Intercom, Slack, and email, ensuring exceptional response and resolution times while maintaining high CSAT scores. They will triage and prioritize tickets in Jira, handle Level 1 support issues independently, and collaborate with engineering teams on Level 2 escalations. Responsibilities also include building scalable support infrastructure by creating self-serve documentation, FAQs, diagnostic tools, and automated solutions. Additionally, the role involves identifying and implementing data-driven improvements to support workflows, transforming customer feedback into actionable product improvements, and contributing to knowledge transfer and training for internal teams.

Skills

Customer Support

Data Platform

DTC Brands

eCommerce

Problem-Solving

Communication

Polar Analytics

Marketing analytics and data visualization platform

About Polar Analytics

Polar Analytics provides marketing analytics and data visualization solutions specifically designed for eCommerce brands. Their platform integrates various data sources, enabling clients to visualize key performance indicators (KPIs) and gain actionable insights. The platform automatically calculates important marketing metrics such as Customer Acquisition Cost (CAC), Return on Ad Spend (ROAS), and Lifetime Value (LTV), which helps eCommerce businesses streamline their data management and enhance marketing strategies. Unlike competitors, Polar Analytics offers a user-friendly dashboard that consolidates data from multiple sources, eliminating the need for manual data handling. The company's goal is to empower eCommerce brands to make informed decisions that drive growth and efficiency through a subscription-based model that includes customizable features and dedicated support.

Paris, FranceHeadquarters

2020Year Founded

$9.7MTotal Funding

SERIES_ACompany Stage

Data & Analytics, Consumer SoftwareIndustries

11-50Employees

Benefits

Paid Vacation

Health Insurance

Home Office Stipend

Company Equity

Flexible Work Hours

Risks

Increased competition from established platforms like Tableau and Looker threatens market share.

Emerging EU privacy regulations could complicate data integration for Polar Analytics.

Economic downturns may reduce budgets for analytics tools among small to medium eCommerce businesses.

Differentiation

Polar Analytics offers a comprehensive platform integrating multiple data sources for eCommerce.

The platform automatically calculates essential marketing metrics like CAC, ROAS, and LTV.

Polar Analytics provides a single dashboard, eliminating manual data exports and consolidations.

Upsides

Increased demand for real-time analytics in eCommerce boosts Polar Analytics' market potential.

Growing trend of AI-driven analytics tools aligns with Polar Analytics' advanced solutions.

Shift towards personalized marketing strategies enhances the need for Polar Analytics' segmentation capabilities.

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