Customer Support Business Analyst at Wish

| San Francisco | Remote
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Company Description

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

Qualifications

Qualifications:

  • ​​​​​​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

Additional Information

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.

Individuals applying for positions at Wish, including California residents, can see our privacy policy here.

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Technology we use

  • Engineering
    • AWS (Amazon Web Services)Languages
    • GolangLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • HadoopFrameworks
    • HiveDatabases
    • MongoDBDatabases
    • RedisDatabases

Location

Our San Francisco office is located in the Citigroup Center with direct access to BART and surrounded by amazing restaurants and coffee shops.

An Insider's view of Wish

How do you collaborate with other teams in the company?

We do a lot of cross-functional work with other teams to create promotions, campaigns, articles, social media content, videos, and more. We also provide regional insights to stakeholders and exchange ideas to help grow each market. I love looking back and seeing how much my role has evolved since I started working at Wish!

Tania

Localization Manager, Spanish

How has your career grown since starting at the company?

My goal coming out of university was to learn how to scale the infrastructure of a growing company. Larger tech companies have mostly solved these scalability problems and Wish gave me the opportunity to solve tough problems hands on. Wish is now handling 100x the traffic since I joined and I'm still learning new things everyday.

Vitaliy

Manager, Software Engineering

What's the biggest problem your team is solving?

My role as a Brand Protection specialist at Wish revolves around reviewing and actioning on merchants that infringe on our Intellectual Property policy. My work will hopefully create a fair and trustworthy platform for both our users and merchants.

Miguel

Brand Protection Specialist

What are Wish Perks + Benefits

Wish Benefits Overview

Here at Wish, one of our top priorities is to maintain the health and well-being of our employees and their families. To achieve this goal, Wish covers 100% of insurance premiums for full-time employees and their dependents. And that's not all! In addition to our amazing benefits, we proudly offer many perks like fitness reimbursement, flexible work hours, generous paid time off, Wish cash, an ESPP program and many more...

Culture
Partners with Nonprofits
Wish proudly partners with Black Girls Code, University of Waterloo WiCS and Women Who Code through volunteering and hosting events.
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Coming soon!
Diversity manifesto
Diversity Employee Resource Groups
Our Wish Employee Resource Groups, or WERGs as we call them, are employee-led organizations that help build awareness, educate and drive inclusivity.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wish covers 100% of medical, dental & vision monthly premium costs for employees and their dependents.
Life Insurance
Pet Insurance
Wellness Programs
Wish offers a fitness allowance.
Mental Health Benefits
Employee Assistance Plan - Up to 5 in-person visits with a trained professional, per issue. Additional online benefits include legal, financial, childcare, and parental leave resources.
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Some Meals Provided
Breakfast pastries.
Fitness Subsidies
Wish offers a fitness allowance.
Home Office Stipend for Remote Employees
New! All full time employees are eligible to receive a monthly work from home stipend.
Professional Development Benefits
Job Training & Conferences
Wish offers "Wish for Leaders" management training program as well as other Learning & Development workshops.
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Wish offers up to $500 per year for job related professional development activities.
Customized development tracks
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