Reporting & Analytics Customer Support Specialist

Position:Reporting & Analytics Customer Support Specialist

Type of Contract: Independent Contractor

Working Hours:​​​​​​Monday to Friday 10 am to 6:30 pm EST.

Salary Range:$1.500-$2.000 USD monthly

About the company​​​​​​​Our client is a venture-backed startup that offers a unified cloud platform integrating CRM, POS, and analytics, specifically designed to enhance the operations of jewelry retailers.

About the Role

We are seeking a Reporting & Analytics Support Specialist — someone who is genuinely comfortable working with data, dashboards, and reporting tools, and who can help jewelry store owners understand what their numbers are telling them.

This role is primarily focused on supporting customers with reporting and analytics questions (approximately 60% of the role), with the remainder covering general platform support. You will be the person customers turn to when a report looks off, when they can’t find a metric they need, or when they want help making sense of their data. You don’t need to be a data scientist — but you do need to think in numbers and feel confident troubleshooting data discrepancies.

Unlike traditional BPO environments, this role requires someone who thrives in less structured, more dynamic environments, where support requests can be unique, complex, and sometimes open-ended.

Key Responsibilities

Reporting & Analytics Support
* Answer customer questions about reports, dashboards, and metrics — explaining what numbers mean in plain language.
* Troubleshoot report discrepancies: investigate data mismatches, identify root causes, and communicate findings clearly.
* Help customers navigate analytics features: date comparisons, inventory turnover, sales trends, customer lifetime value, and other platform-specific metrics.
* Recognize patterns across reporting questions — if multiple stores are asking the same thing, flag it as a product clarity issue or documentation gap.
* Translate technical data behavior (aggregation logic, metric definitions, report filters) into accessible explanations for non-technical users.
* Escalate data integrity issues to Engineering with clear reproduction steps and supporting evidence.
General Customer Support
* Respond to customer inquiries via phone, email, and chat, resolving issues related to the platform.
* Handle complex and non-standard support requests, requiring critical thinking and problem-solving.
* Troubleshoot technical issues and collaborate with internal teams (Product, Engineering, Customer Success) to resolve them efficiently.
* Track and analyze support patterns (ticket volume, issue type, resolution time) to identify recurring problems and proactively reduce customer friction.
Documentation & Knowledge
* Maintain accurate records of customer interactions, escalations, and reporting issues.
* Contribute to the internal knowledge base: document recurring data questions, common report misunderstandings, and troubleshooting steps.
* Gather customer feedback on reporting gaps and share insights with Product and
* Customer Success to drive improvements.
Requirements
* Comfortable reading, interpreting, and explaining data — dashboards, charts, usage summaries, and tabular reports hold no mystery for you.
* Strong analytical instincts: when a number looks wrong, you know how to investigate, not just escalate.
* Proven experience in customer support within a tech or software environment (early-stage startup experience is highly preferred).
* Familiarity with CRM, POS, or analytics platforms, or a demonstrated ability to learn complex software products quickly.
* Excellent communication skills, with the ability to explain data and technical concepts clearly to non-technical audiences.
* Highly organized and detail-oriented, with the ability to manage multiple open issues without things slipping.
* Ability to work in a fast-paced, evolving environment with minimal scripting or rigid playbooks — a fast learner who adapts quickly.
Preferred Profile
* Experience working with reporting tools, analytics dashboards, or data-heavy platforms.
* Background in a numbers-facing role: business analytics, operations, finance support, or similar.
* Able to read and interpret visual data and reports (dashboards, charts, analytics summaries): you understand what the numbers are telling you without needing someone to explain them.
* Comfortable working with cross-functional teams (Engineering, Product, Customer Success) and managing dependencies.
* Proactive problem-solver who can handle ambiguity and open-ended requests.
What We Offer
* A collaborative and innovative work environment within a rapidly growing startup.
* Opportunities for professional development and career advancement.
* Remote work flexibility.