App Product Quality Analyst
Snap Inc. is a camera company. We believe that reinventing the camera represents our greatest opportunity to improve the way people live and communicate. Our products empower people to express themselves, live in the moment, learn about the world, and have fun together.
We are looking for a consumer-focused App Product Quality Analyst to join Team Snap! As a member of the App Product Quality team, you will be responsible for advancing Snap’s consumer products by leveraging customer feedback to improve the quality of our current and future product offerings. You will become the internal voice of our customers by bringing product expertise and a specific understanding of the challenges Snapchatters face to our cross-functional partners on the Engineering, Product, QA, and Support teams. As a Product Quality Analyst, you will serve as our team’s subject matter expert and point of contact for specific product features and attain expertise that you will use to help us make better decisions about our consumer products.
What You'll Do
Serve as the expert on Snap customer insights for specific products and features
Communicate directly with customers about their product issues
Be the customer advocate in cross-functional product & engineering meetings, proposing both product and operational changes that benefit our customers as well as our internal Customer Operations teams
Leveraging information from a variety of customer contacts & associated datasets, derive quantitative and qualitative insights about Snap application usage, stability, and performance
Partner with Product and Engineering to implement impactful customer experience improvements in existing products, and help ensure that new product launches align with the needs of the customer
Diagnose and troubleshoot technical issues that prevent customers from using Snap
Identify, escalate and help to resolve new bugs by monitoring and analyzing customer contacts
Take ownership of innovating and improving our existing Customer Operations processes to enable us to continuously raise the level of quality of our products
Work with product & engineering counterparts to identify data points that help to tell an accurate story about specific product features and help to drive customer-focused fixes & improvements
Build relationships with product and engineering teams to create strong channels of cross-functional communication
Knowledge, Skills, & Abilities
Analytical skills, working with large data sets to solve business problems, and providing practical business solutions
Excellent verbal and written communication skills, with high attention to detail
1+ years project management experience
Advanced proficiency in G Suite
Minimum Qualifications
Bachelor’s degree in business, economics, mathematics or related areas of study
(2+) years post-collegiate work experience or equivalent internships in mobile applications, data analytics, technology, or other related industry
Preferred Qualifications
Experience with Zendesk or similar CRM tools
Familiarity with software release processes and related tooling (like Github)
1+ years experience with SQL, Looker, Tableau or other database systems
At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets. If you have a disability or special need that requires accommodation, please don’t be shy and contact us at [email protected].