Associate, Customer Experience
Location
United States
Posted
9 days ago
Salary
Not specified
Job Description
Role Description
The Advanced Case Escalations, ACE, team is responsible for identifying and resolving the systemic gaps that drive executive escalations. We operate at the intersection of Support, Product, Policy, and Operations, conducting structured root cause analyses on high-impact cases and translating findings into scalable fixes.
As an Associate, Customer Experience on the ACE team, you will apply data science and AI to uncover systemic drivers of executive escalations and support friction.
- Deploy AI-driven solutions to identify systemic support gaps and convert unstructured case data into actionable taxonomies.
- Own the development of scalable case classification models that improve visibility into root causes and reduce noise in escalation channels.
- Translate complex datasets into executive-ready insights that influence product, policy, and operational decisions.
- Partner cross-functionally with Product, Engineering, and Operations to close upstream gaps and prevent repeat issues at scale.
- Operate at the intersection of data science and business strategy, using analytics to drive measurable customer and operational outcomes.
Qualifications
- Strong foundation in data science, statistics, or a related quantitative field.
- Fluent in SQL and Python, with experience working with large, messy datasets to extract structured, decision-ready insights.
- Ability to think in systems, deconstructing complex support issues into clear, root cause categories.
- Comfortable building and deploying machine learning or AI-driven models that drive measurable operational impact.
- Ability to communicate complex analyses clearly and concisely, tailoring insights for both technical and executive audiences.
- Operate with a bias for action, moving from analysis to recommendation to implementation without overengineering.
- Detail-oriented, intellectually curious, and motivated by improving customer experience through scalable, data-driven solutions.
- Thrive in cross-functional environments and can influence stakeholders using evidence, logic, and structured thinking.
Benefits
- Comprehensive benefits package including a 401(k) plan with employer matching.
- 16 weeks of paid parental leave.
- Wellness benefits and commuter benefits match.
- Paid time off and paid sick leave in compliance with applicable laws.
- Medical, dental, and vision benefits.
- 11 paid holidays.
- Disability and basic life insurance.
- Family-forming assistance and a mental health program.
Job Requirements
- Strong foundation in data science, statistics, or a related quantitative field.
- Fluent in SQL and Python, with experience working with large, messy datasets to extract structured, decision-ready insights.
- Ability to think in systems, deconstructing complex support issues into clear, root cause categories.
- Comfortable building and deploying machine learning or AI-driven models that drive measurable operational impact.
- Ability to communicate complex analyses clearly and concisely, tailoring insights for both technical and executive audiences.
- Operate with a bias for action, moving from analysis to recommendation to implementation without overengineering.
- Detail-oriented, intellectually curious, and motivated by improving customer experience through scalable, data-driven solutions.
- Thrive in cross-functional environments and can influence stakeholders using evidence, logic, and structured thinking.
Benefits
- Comprehensive benefits package including a 401(k) plan with employer matching.
- 16 weeks of paid parental leave.
- Wellness benefits and commuter benefits match.
- Paid time off and paid sick leave in compliance with applicable laws.
- Medical, dental, and vision benefits.
- 11 paid holidays.
- Disability and basic life insurance.
- Family-forming assistance and a mental health program.
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