Customer Care Business Analyst

ABOUT KATE FARMS

Kate Farms is a company with heart. Our company was founded on the belief that good nutrition leads to good health, and good health opens the door to endless possibilities. That’s why our mission is to make nutrition the cornerstone of healthcare so people can live their best lives. We are a medical food company that makes complete nutrition formulas for people who have a medical need for liquid nutrition. 

Kate Farms works to be the place where a diverse mix of talented individuals want to come, stay, and do their best work. Ensuring a diverse and inclusive workplace where we learn from each other is at the core of Kate Farms’ values. We are an equal-opportunity employer and fully focused on equality; we believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin, and all the other fascinating characteristics that make us different. We invite you to do the best work of your life with us at Kate Farms.

POSITION OVERVIEW

The Customer Care team is here to provide excellent support to customers who are on their wellness journeys and to help people live their best lives. 

The Customer Care Business Analyst will work closely with the Customer Care Leadership teamto enhance the department’s effectiveness and efficiency by interpreting data to gain insights that drive improvements in customer satisfaction, operational efficiency, and service quality. You should possess a strong analytical mindset, excellent communication skills, and a passion for turning data into actionable strategies.

WHAT YOU WILL DO

• Gather data from multiple Customer Care platforms and interfaces to monitor customer care performance against established goals and objectives, identifying areas of success and areas in need of improvement.
• Collaborate with IT teams to ensure data integrity, accurate reporting, and efficient data management practices.
• Identify trends, patterns, and anomalies in customer data to provide insights into customer behavior, preferences, and pain points.
• Maintain PowerBI dashboards, reports, and visualizations that aggregate data from multiple Customer Care platforms (Dialpad, Salesforce, Shopify, and other Customer Care systems) that effectively communicate key metrics, performance indicators, and insights to stakeholders.
• Own the AI-driven customer sentiment platform, ensuring accurate categorization of feedback and translating insights into clear recommendations for product, training, and process improvements.
• Lead the ongoing management of the Quality Assurance program, performing regular assessments of Customer Care inquiries. Interpret QA findings to uncover improvement opportunities and advise leadership on training needs and process enhancements.
• Provide Customer Care leadership and stakeholders with actionable insights and analysis reports based on data to support decision making efforts.
• Stay updated on best practices and emerging technologies in customer care and data analytics to continuously enhance the team's capabilities.
• Prepares reports for executive leadership that effectively communicate trends, patterns, and predictions using relevant data. Translate data findings into clearly written, actionable recommendations for upper management based on analysis.

WE ARE LOOKING FOR SOMEONE WITH

• Bachelor’s degree in Data Science, Statistics, Business Analytics, or a related field. A master's degree is a plus.
• 3+ years of relevant experience with data analysis and data mining.
• Proficiency in data manipulation, analysis, and visualization tools such as Python, R, SQL, Tableau, Power BI, etc.
• Strong analytical skills with the ability to translate complex data into actionable insights and recommendations.
• Familiarity with customer care software systems, CRM platforms, and ticketing systems.
• Experience with designing reports and dashboards.
• Excellent communication skills, both written and verbal, with the ability to convey technical findings to non-technical stakeholders.
• Detail-oriented mindset with a focus on accuracy and quality of work.
• Problem-solving skills to identify and address challenges through data-driven solutions.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Strong organizational skills with the ability to manage multiple tasks and projects simultaneously.
• Strong commitment to company mission and values.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Capability to respectfully share and accept feedback willingly from all levels of the organization.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by the employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Effectively handle lifting of various objects weighing up to 12 pounds.
• While performing the essential functions of the job, the employee will be required to bend, stoop, kneel, reach, and climb stairs.
• Possess the ability to sit at a computer for extended periods of time.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

This position will work in a home/office environment with regular trips to the corporate office.

Compensation for this role is in the form of base salary plus a variable component that together comprise the On-Target-Earnings (OTE).

The typical starting salary range for new hires in this role is listed below. This range represents the lowest to highest salary range we reasonably and in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. Please note that base pay offered may vary depending on factors including your geographic location, job-related knowledge, skills, and experience.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.  All job offers are contingent upon successful completion of background verification.

$65,000 - $75,000 USD

For full-time salaried or hourly workers, our total rewards package also include the option to enroll in a company-matched 401k plan, as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee’s eligible dependents.  Employees will also receive a generous  PTO benefit with a starting accrual of 15 days per year (prorated upon hire and increased by tenure),  two weeks of paid “Refresh” leave, 80 hours of paid sick leave annually, and 11 paid holidays throughout the calendar year.  Kate Farms offers a range of other benefits offered with an emphasis on employee well-being such as paid disability leave, paid parental / pregnancy leave, Flexible Spending Accounts (FSA), tuition reimbursement, an Employee Assistance Program, and more.

 NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization as directed by the management of the company.