Customer Insights Analyst

Thumbtack

(San Francisco, California)
Full Time
Job Posting Details
About Thumbtack

Thumbtack is a local services marketplace that connects customers who need to get things done with local, skilled professionals who can help. From plumbers and painters to DJs and personal trainers, Thumbtack helps millions of customers find the right professional for their project in over 1,000 categories.

Summary

The Customer Insights Analyst will join a team of a tight-nit group of product experts who act as a liaison between the Product and Support teams. We're focused on the issues that affect our customers and work together with product managers to drive upstream solutions into the product, reduce bug counts, and shape product direction with user feedback.

Responsibilities
  • Completely immerse yourself in the product experience to understand and communicate customer pain points
  • Key stakeholder in the bug reporting and triage processes, escalating urgent issues when necessary
  • Utilize product and support data (via dashboards and SQL queries) to answer questions and make data drive recommendations
  • Understand the difference between quantitative and qualitative data and the best approaches to gather feedback from them
  • Manage and measure impact from the flow of communication and product rollout between the various product groups and CS Teams in TSL and TPH
  • Collaborate with Support Leadership to develop operational strategies for key launches
  • Coordinate with Product Support specialists to communicate updates, develop training processes, and collect real-time feedback
  • Get us to done!
Ideal Candidate

Must-Have Qualifications

  • BA/BS degree required
  • 3+ years of work experience
  • 1+years of experience working with product managers, engineers, and customer support
  • Incredible attention to detail and willingness to untangle complex problems
  • Ability to multi-task several projects and prioritize efforts
  • Comfortable writing ad hoc SQL queries and perform deep dive analysis
  • Exceptional written and verbal communication skills
  • Sound judgement
  • Passion for Thumbtack and incorporating the customer's voice

Nice-to-Have Qualifications

  • Comfortable using JIRA project management Software (Atlassian)
  • Experience working within a fast-moving technology company

Questions

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San Francisco, California
Skills Desired
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  • Customer Support
  • Quantitative Data
  • SQL Queries
  • Project Management Software
  • Atlassian
  • Knowledge of Qualitative Data
  • Jira
  • bug reporting
  • Training

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