Customer Success Analyst, Gig Vertical (US Remote)

TL;DR

Customer Success Analyst (Gig Vertical): Analyzing customer data, identifying trends, and providing actionable insights to drive retention, satisfaction, and success in background screening for gig accounts. Focus on report research, SLA monitoring, trend analysis for monthly reviews, and collaboration with managers and operations.

Location: 100% work from home, authorized and working from the United States

Salary: $24-30 USD per hour

Company

Leading provider of mission-critical background screening solutions to Fortune 100 and Global 500 brands undergoing technology transformation.

What you will do

• Handle daily tasks including migrations, QC, emails, verifications, criminal, drug & health screenings, order creation, finance, and rush orders in collaboration with Customer Success Managers and Operations.
• Perform report research and analysis for internal/external customers, ensure timely delivery and SLA compliance, monitor/update/close Service Center tickets.
• Maintain in-depth knowledge of client verifications/processing guidelines, prepare trends for monthly account reviews, keep fact sheets current, create program overviews.
• Gather customer feedback and recommend improvements to products, services, and reporting.
• Perform other duties as assigned.

Requirements

• High School Diploma or GED, or equivalent work experience
• 3+ years of customer service experience with direct external customer interactions
• Microsoft Office (Outlook, PowerPoint, Word, Excel)
• Siebel, Salesforce or equivalent CRM
• Strong analytical skills to interpret complex data and draw conclusions
• Excellent communication, interpersonal skills, organizational skills, attention to detail
• Ability to multitask, handle high-volume phone/email support, meet deadlines, adapt to priorities, work in team and independently

Culture & Benefits

• Work remotely with occasional business travel
• Medical, Vision, Dental, supplementary benefits
• 401k with employer match, Employee Stock Purchase Plan (ESPP)
• Competitive and flexible PTO, 9 paid company holidays
• Access to tech/growth opportunities and supportive leadership