Customer Experience Specialist Analytics and Insights

Customer Support Specialist - Analytics & Insights

About

Who Gives A Crap is a certified B Corp that makes eco-friendly products and donates 50% of its profits to provide clean water and build toilets globally. They have hubs in Australia, the Philippines, China, the US, UK, and Europe, with over 200 employees. Their goal is to increase their annual donation tenfold to ensure everyone has access to clean water and sanitation. They are looking for a Customer Support Specialist focused on Analytics & Insights.

Responsibilities

• Build and optimize scalable reporting and dashboards in Looker to understand customer behavior, operational performance, and emerging trends.
• Use qualitative and quantitative customer data to uncover patterns, investigate issues, and translate findings into actionable narratives that influence business decisions.
• Improve existing reporting capability by identifying gaps, refining logic, enhancing data trust, and creating scalable access to insights.
• Experiment with AI and automation tools to improve analysis, streamline workflows, and surface insights more effectively.
• Work with siloed customer and operational datasets to identify new reporting opportunities and establish new data streams and reporting layers.
• Lead projects from scoping to execution based on customer and operational pain points, identifying root causes and opportunities for improvement.

Requirements

• Analytically curious and insight-driven, comfortable working with complex or imperfect datasets and turning raw information into clear, actionable insights.
• Technically minded and future-focused, excited by the intersection of reporting, analytics, AI, and customer experience.
• Experience with platforms like Looker, Zendesk Analytics, or similar tools.
• SQL skills are essential for writing complex queries.
• Sees AI and automation as practical tools to accelerate analysis, improve workflows, and surface insights effectively.
• Cares about making the world a better place and wants to work with like-minded individuals.