Customer Support Business Analyst at Wish
Wish is a mobile e-commerce platform that flips traditional shopping on its head. We connect hundreds of millions of people with the widest selection of delightful, surprising, and—most importantly—affordable products delivered directly to their doors. Each day on Wish, millions of customers in more than 160 countries around the world discover new products. For our over 1 million merchant partners, anyone with a good idea and a mobile phone can instantly tap into a global market.
We're fueled by creating unique products and experiences that give people access to a new type of commerce, where all are welcome. If you’ve been searching for a supportive environment to chase your curiosity and use data to investigate the questions that matter most to you, this is the place.Job Description
Data driven decision-making is an integral part of life at Wish. It drives our success with customers and merchants. We’re looking for talented Business Analyst to continue to drive decisions company-wide through the use of statistical modeling and machine learning, who are passionate about using data to help drive informed product and business decisions for the company. You should be results-driven, highly motivated, and have a track record of using data analytics to drive the understanding, growth, and the success of a product.
Wish is the leading mobile commerce platform in North America and Europe. Our mission is to bring a high selection of affordable goods to everyone across the globe. With over 300 million users across the world, Wish is defining and building the future of mobile shopping.
Wish is committed to providing customers with the best possible shopping experience. We are looking for a Customer Support Business Analyst to own the analysis of our customer provided feedback through transactional surveys and to provide meaningful trends of areas of improvement across the customer experience journey that will touch customer support, product, design, merchant and logistics teams.
As the Customer Support Business Analyst you will support projects in partnership with the customer support and product teams at Wish to help understand the pain points and map out the customer experience journey based on analyzing and creating areas of focus from the feedback we receive from customers who participate in the Customer Support Transactional Survey we gather from customers who interact with support. You are a passionate, data-driven, and business focused individual with a knack for customer obsession.
This position will report to the Senior Manager of Product Support.
What you'll be doing:
- You will impact the business by educating the organization on solutions to satisfy customer needs and will contribute to its growth.
You will interpret results, deliver presentations with impact and establish processes for internal and external stakeholders.
You will own the data analysis of all incoming transactional surveys and provide weekly feedback on the top issues and trends facing Wish Customer Support and Wish in general and create action plans cross functionally to address your findings and make recommendations to improve the overall customer experience
Work internally with training and agent quality assurance teams to provide a 360 degree feedback loop on negative sentiment that is caused by poor customer support and help ensure processes are defined to make this a success
Creating reports and dashboards with Tableau and Treasure Data
Investigate complex issues to determine root cause of technical failures and consumer dissatisfaction
Providing insight on consumer experience and journeys through data-driven investigations and breakdowns
Identifying and reporting on issues related to data integrity
Assisting teams with ad-hoc explorations and data requests
Advocating for consumers by identifying pain points that could be improved through targeted optimizations
- Knowledge of SQL and dashboard/visualization platforms
Understanding of ecommerce, logistics, and CRM data
A history and passion for consumer-advocacy
Experience supporting both B2B and B2C platforms
Strong quantitative analysis skills and a data driven approach to problem solving
Excellent written and verbal communication skills
Demonstrated ability to perform well in a highly dynamic, rapidly changing environment
An ability to identify upstream blockers and prioritize solutions
A strategic-thinking, solutions-driven mentality and a hunger to learn
Wish values diversity and is committed to creating an inclusive work environment. We provide equal employment opportunity for all applicants and employees. We do not discriminate based on any legally-protected class or characteristic. Employment decisions are made based on qualifications, merit, and business needs. If you need assistance or accommodation due to a disability, please let your recruiter know. For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.