FabFitFun is searching for a Customer Experience Analyst to join our Customer Support department located at our HQ in West Hollywood. This individual will report to the Director, Customer Experience and have the opportunity to greatly impact and improve the member experience within a growing eCommerce business. We are looking for a critical thinking rockstar who can bring a project management and analytical skill set to an innovative Customer Support team. 

What You’ll Do:

• Produce reports and provide analysis on FabFitFun members including; inquiry volume across multiple channels, contact reasons, trends, and KPIs
• Plan, kickstart, and oversee team or company-wide projects and initiatives that help streamline the customer experience 
• Act as point of contact for company-wide customer experience data needs and provide reports to cross-collaborative departments as requested
• Partner with the Analytics team to build and maintain Customer Support reports 
• Provide actionable data and insights to support the goal of increasing customer satisfaction and decreasing customer contacts
• Work with external vendors to optimize team usage of tools, implement new processes, and troubleshoot administrative issues

 What You'll Bring:

• Bachelor's degree in Analytics, Project Management, Business, or other related field a plus
• 2-5 years of experience working in a Customer Support 
• Knowledge of customer experience KPIs and performance metrics
• Experience as an admin for a Helpdesk or Call Center software (Zendesk is preferred)
• Advanced Excel skills
• Strong project management skills and the ability to effectively work with internal and external stakeholders
• Ability to think critically and work independently with project ownership
• Familiarity with Tableau, Looker, or SQL a plus

What You'll Get:

• Amazing benefits including medical, dental, vision, FSA, and 401k
• The​​ opportunity​ ​to​ ​work​ ​in​ ​a​ ​collaborative environment​ ​full​ ​of​​ bright, driven, and happy​ ​people
• Be a part of one of the fastest growing companies in the US that is revolutionizing eCommerce
• Open/Flexible PTO policy - we trust our employees to manage their time!
• Free FabFitFun subscription and quarterly credit in the Add-Ons store
• Monthly cell phone reimbursement
• Monthly work from home stipend while the company is temporarily remote