Mailchimp is a leading marketing platform for small business. We empower millions of customers around the world to build their brands and grow their companies with a suite of marketing automation, multichannel campaign, CRM, and analytics tools.

The Support Insights Analyst (SIA) is the conduit between Product Management, Product Development, and Customer Teams within Mailchimp’s Support Operations organization. The SIA role is essential to driving strategy across three main areas which include improving the customer experience for all Mailchimp users, increasing the readiness of all Product Specialists, and proactively driving key business metrics through case deflection.

What you'll do here: 

• You'll be the voice of the customer by influencing Product Teams to implement new features, implement instrumentation for resolving technical issues and improve product functionality\
• You'll assist all Product Specialists to be prepared to support releases including new functionality and emerging technologies
• You'll consistently raise the technical knowledge of all Product Specialists to drive a quicker resolution of customer issues
• You'll attend product readiness and release meetings to represent the voice of the customer and voice of customer teams to improve the overall customer experience while driving a quicker resolution of issues and pain points
• You'll assist in developing an end-to-end product rollout plan, and project-manage implementation
• You'll support Product Managers in the successful delivery of the end-to-end lifecycle within the product, participating in stand-ups, Pragmatic Planning, showcases and retrospectives
• You'll proactively identify problems that arise in the project, outline options, recommend solutions, and escalate through the appropriate channels as needed
• You'll diagnose and resolve product issues and pain-points by partnering with Product Manager to examine direct customer feedback, CSAT or conversion anomalies, and/or unseasonal increases in support inquiries
• You'll advocate for and lead foundational research that informs product strategy
• You'll identify key problem areas and/or geographies impacted by the product post-launch
• You'll communicate product issues or product change information shared by Product teams to Product Specialists and other relevant Customer Teams to drive a quick resolution of customer issues
• You'll build simple reports to track case trends and identify operational issues to represent the voice of the customer and drive resolution of top customer issues
• You'll help with ideation and prioritization with new product ideas with the product and dev teams.
• You'll read QA test plans, document known bugs and troubleshooting tips prior to feature launch
• You'll handle change management, coordinate training and help center documentation

We'd love to hear from you if: 

• You have a minimum of 2 years experience in operations, business consulting, finance or similar analytical role with a demonstrated ability to leverage data to inform and support critical decisions
• You have demonstrated expertise translating research results into actionable findings, and drive design and product changes
• You are an effective communicator: providing feedback and evidence to ensure best outcome, presenting insights that empower others
• You have excellent presentation skills and the ability to tailor the message to various audiences (product teams, product managers, fellow SIAs, leadership, etc.)
• You have an interest in mentoring your peers in UX practice
• You have proven experience as a contributor on cross-functional teams building alignment around the goal of a feature or product
• You are able to influence and bring key stakeholders across functions together
• You are comfortable with and excited about advocating for the user experience in a group setting
• You have the ability to foster collaboration and facilitate teamwork
• Experience with project management software or formal education in research methodologies is a bonus

At Mailchimp, we understand that experience comes in many forms. We don’t just accept differences, we celebrate them, support them, and hire peeps from a wide variety of backgrounds because it makes our company stronger. We’re dedicated to adding new perspectives to the team - so if your experience aligns with what we’re looking for (even if you don’t check every single box), please consider applying!

Mailchimp is an all-in-one marketing platform for growing businesses. Mailchimp empowers millions of customers around the world to start and grow their businesses with world-class marketing technology, award-winning customer support, and inspiring content. Millions of businesses and individuals—from community organizations to Fortune 100 companies—trust Mailchimp to help them connect with their audience with the right message, at the right time, in the right place.

Founded in 2001 and based in Atlanta with offices in Brooklyn, Oakland, Vancouver, London, and Santa Monica, Mailchimp has 1,200+ employees. Through Intuit, we offer employees competitive compensation, best in class perks and benefits. We hire collaborative, customer obsessed, problem solvers and give you ample opportunity to grow and succeed. Find Mailchimp on social.

Mailchimp is an equal opportunity employer, and we value diversity at our company. We don't discriminate on the basis race, color, citizenship status, national origin, ancestry, sex, gender (including gender expression and gender identity), sexual orientation, age, weight, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, genetic information, or any other factor protected by federal, state or local law. Mailchimp also prohibits harassment of applicants and employees based on any of these protected categories, and complies with all applicable state and federal laws respecting consideration of unemployment status in making hiring decisions.

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