Customer Support Specialist
SPINS is a leader in retail data analytics focusing on the Health & Wellness industry. As a Customer Support Specialist, you will investigate and resolve complex client issues while advocating for clients and driving product innovation through insights gathered from customer interactions.
Responsibilities
- Investigate and resolve complex client issues by thinking critically about root causes, not just symptoms—own cases from intake through resolution
- Master SPINS' data platforms (Point-of-Sale, Panel, eComm) and understand how CPG brands use our solutions to drive business decisions
- Partner with Product, Data, and Engineering teams to solve technical issues and influence product roadmap based on client needs
- Identify opportunities to scale support through better training, documentation and automation
- Stay current on natural products industry trends and how clients leverage data for category management and sales strategy
- Act as the voice of the customer internally, surfacing product improvements and advocating for client experience
Skills
- 1-3 years in a client-facing analytical or support role
- Critical thinking skills: Question assumptions, dig into root causes, consider multiple approaches before acting
- Independent problem-solver: Comfortable navigating ambiguity and making decisions without constant oversight
- Complex topic comprehension: Quickly understand technical concepts, data relationships, and system interactions
- CPG/data fluency: Familiarity with how consumer brands use data (sales trends, market share, distribution) or eagerness to learn rapidly
- Strong communication skills—explain technical concepts clearly to analysts and executives
- Advanced Excel; comfortable learning new software platforms quickly
- Natural/specialty products industry or CPG syndicated data experience
- Experience with CRM/ticketing systems (Salesforce) or business intelligence tools
Benefits
- Hybrid work options
- Paid time to use to volunteer with an organization of their choice
- Charitable donations are matched
- Semi-annual company-wide employee survey that is used to shape company programs, perks, and culture
Company Overview
Company H1B Sponsorship