Principal Data Analyst, Flex
Customer Support
$170-186k
+ Stock options
3 days a week in office (Union Square, NYC)
Flexible rent payment application
Open for applications
Flexible rent payment application
501-1000 employees
Open for applications
$170-186k
+ Stock options
3 days a week in office (Union Square, NYC)
501-1000 employees
Company mission
Flex's mission is to empower as many renters as possible with flexibility over their most significant recurring expense.
Role
Who you are
- The ideal candidate is a critical thinker and expert problem solver who can quickly become a subject matter expert within the CS space to ultimately drive better outcomes for our customers
- Bachelor’s Degree with a quantitative focus (Economics, Finance, Computer Science, Mathematics, etc.)
- 6+ years of experience using analytical and statistical methods to support and drive critical business outcomes
- Prior analytics experience within customer support, customer service, customer experience, or similar functions
- Effective communicator who can break down complex technical concepts into simple business vernacular and translate unstructured business problems into clearly defined requirements with minimal oversight
- Demonstrated success supporting and influencing business strategy across from an analytics perspective
- Advanced experience with SQL, business intelligence tools (e.g., Tableau, Mode, Looker, etc.)
- Experience with ETL processes, especially utilizing dbt and Snowflake
- Strong quantitative, analytical, and problem-solving skills; must be very comfortable with data analysis and driving decision making
- Biased for action - doesn’t let perfect be the enemy of good enough, willing to build a first prototype and improve based on learnings, etc
- Have a natural curiosity to dive into the details and have a strong analytical mindset
What the job involves
- As a Principal Data Analyst, reporting to our Head of Analytics, you will play a key role in helping shape Flex’s future as we strive for a best-in-class Customer Support (CS) experience - helping foster long-term loyalty to Flex with every support interaction
- You will partner with CS and Product leaders to help drive towards the goal of customers rarely needing to interact with CS, but ensuring timely, effective, and empathetic resolutions when an interaction does occur
- As a Principal Data Analyst, you will partner with cross-functional stakeholders to proactively identify opportunities and help develop solutions for improving Flex customers’ support experience
- You will use your analytical expertise to deliver actionable insights and recommendations that drive impactful, customer-facing impact
- Partner with Customer Support leadership, Strategy, Product, Engineering, and other cross-functional stakeholders to achieve business goals
- Work closely with cross-functional partners to deliver data-driven insights and actionable recommendations for continuously improving the customer support experience
- Collaborate closely with the rest of Analytics and Business Intelligence to improve our source of truth CS data
- Monitor and diagnose KPI performance and present findings to senior leadership
- Work with CS, Strategy, and Finance to continuously improve CS capacity forecasting/planning
- Design tests and perform analyses to evaluate the impact of new product features, operational improvements, and internal tooling changes
- Combine data and strategy - being that bridge between what the data is telling us and the implications for strategic priorities within CS
Our take
Many people struggle to pay their rent every month, with a variety of bills hitting their bank accounts simultaneously. Whilst many of these people earn enough money to cover their bills, the inflexible nature of monthly bills can make the all-in-one payment a harder obstacle.
Flex provides a mobile application for the flexible payment of rent, allowing users to pay their landlords through flexible payment plans, reschedule payments when necessary, and protect their funds through Overdraft Protection. The company achieves this by partnering with estate agents and paying their resident's bills upfront, taking on the challenges that landlords would normally have due to late payments.
Flex has experienced extremely rapid growth since its founding which has caused some issues, as it struggled to keep up with the surge in new customers. Having made improvements to its product and scaled its customer service team, it is set to continue providing a service that has come to be highly valued by both tenants and landlords.
Freddie
Company Specialist
Insights
Company
Funding (last 2 of 5 rounds)
Feb 2022
$160m
EARLY VC
Apr 2021
$46.6m
SERIES B
Total funding: $225.1m
Company benefits
- 100% company-paid medical, dental, and vision
- 401(k) + company stock options
- Unlimited paid time off + company paid holidays
- Parental leave + IVF and adoption support
- Flex Cares Program: Non-profit company match + pet adoption coverage
- Pet Insurance
- Free Flex subscription
Company HQ
Midtown Manhattan, New York, NY
Leadership
Shragie Lichtenstein
(CEO)Experience working in venture capital investments for Point72 and TVC. Also co-founded Boundless Reality.
YeTong Shao
(CPO)Experience as Data Science Researcher. Also co-founded Boundless Reality.
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