Staff Data Analyst – Care Analytics

📋 Description

• Own the measurement of customer satisfaction across care channels; diagnose root causes and impact on retention.
• Build and maintain evaluation frameworks for AI-powered care tools; measure deflection, resolution quality, and cost-per-contact.
• Translate care contact patterns into product root-cause insights to inform roadmap priorities.
• Develop seller-facing analytics to help Back Market's marketplace partners meet quality charter.
• Partner with Product and Care Operations to design experiments quantifying impact of product improvements on care demand.

🎯 Requirements

• Strong SQL with large, complex datasets.
• Experience with data warehouses (BigQuery) and dbt.
• Python for advanced analytics.
• Experience with A/B testing and incrementality.
• Excellent communication to senior stakeholders.
• End-to-end ownership of analytical problems at staff level.

Nice to have

• Familiarity with Zendesk or Intercom in care tooling.
• Ops context experimental design experience.
• Customer care or logistics analytics background.

🎁 Benefits

• Hybrid work environment with 2 remote days per week and 1 remote week per quarter, plus 3 flex days.
• Mission-driven work with impact on the planet.
• Employee Resource Groups and inclusion programs.
• Career development and hands-on growth opportunities.
• Strong commitment to diversity, equity, and inclusion.