Customer Care Business Analyst

Overview

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.

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 team to 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.

• 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 Power
  
  BI 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.

• 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…