Customer Experience Analyst

| Greater LA Area
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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
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • MySQLDatabases
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • WrikeManagement
    • SalesforceCRM
    • IterableEmail

Location

In the heart of West Hollywood! Close to many staples of the LA area including The Beverly Center, The Grove and popular restaurants and bars.
Out of the Box: How Subscription Box Service FabFitFun Experiments to Innovate
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How would you describe the company’s work-life balance?

After being at this company for a few years, balancing work and life has never been a concern for me. Between the flexibility to work from home when necessary, to traveling the world, this company always encourages a balance. I really appreciate that I never have to put my life on pause -- it’s a freedom that makes this company so wonderful.

Taylor

Customer Acquisition Specialist

How has your career grown since starting at the company?

My career has grown tremendously since joining FabFitFun in 2015! I started as a Jr. Account Manager, and have worked my way up to Director, Strategic Merchandising! FabFitFun helped me to not only switch teams, but also encouraged me to take courses on any skills that I wanted to improve for my new position.

Carly

Director, Strategic Merchandising

How do you make yourself accessible to the rest of the team?

I believe in casually connecting with my team on a regular basis. During lunch I will often go to one of our team rooms and eat with them, and aim to not talk about work. My hope is that this connection will encourage them to ask me when they need something. I also try to encourage direct feedback by being grateful for ANY feedback I receive.

Arjen

SVP, People

What are FabFitFun, Inc. Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Each of our seasonal boxes partners with a charity/nonprofit organization.
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Flexible start and end times.
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Stocked kitchen with amazing snacks that suit both looking for something healthy or a sweet treat in the afternoon. Kombucha & cold brew also on tap!
Some Meals Provided
FabFitFun offers 3 catered a meals a week at our HQ in West Hollywood. Breakfast provided on Monday, while Lunch is provided on Tuesday and Friday.
Happy Hours
Happy hours are hosted Once per month.
Parking
Paid parking available for all of our employees with a paid parking incentive for those who commute to the office and don't require a parking spot or vouchers.
Pet Friendly
Dog friendly office!
Relocation Assistance
Fitness Subsidies
You will have access to our online digital streaming platform (FabFitFun TV) that hosts a library of online fitness classes from top studies. Also hosted fitness classes every quarter in nearby gyms.
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within
Online course subscriptions available

Additional Perks + Benefits

Generous compensation package and extensive benefits. 12 weeks’ paid parental leave. Free FabFitFun subscription and tons of beauty freebies! Daily impact on personalizing the FabFitFun member experience.

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