Marketplace Customer Experience Analyst
NativePath is seeking an Marketplace Customer Experience Analyst to join our Marketplace Team! You will be responsible for helping the marketplace department gather and analyze data regarding their customers and products through their ecommerce platforms and marketplaces. This person will also collaborate with the marketplace department in helping shape a better customer experience for NativePath customers. If you are highly self-motivated, hardworking, data driven, and appreciate a fast moving environment, we want to hear from you!
Who are we?
We’re firm believers that the Standard American Diet is the pitfall to several of the preventable health conditions arising in our society today (including heart disease, diabetes, and neurological disorders). That’s why we created NativePath—a health & wellness company that blends Ancestral Wisdom with Modern Science to offer over 30 different supplements, monthly wellness challenges, and free courses to restore and reset people's health. Since 2017, over 1 million people have gotten “On The Path” with us and, by doing so, have reversed pain, renewed energy, and aged more gracefully.
We provide a rewarding, collaborative, and exciting work environment focusing on personal growth. Our leaders host weekly company-wide culture calls designed to foster team spirit, encourage movement, and build our community. In 2023, the entire company was flown to a ranch in Tucson, AZ, for team-building activities and had a blast while doing it!
If the above resonates with you, we’d love to hear from you!
Responsibilities:
- Create, maintain, and analyze reports on customer insights, trends, and platform specific performance metrics.
- Data-driven analysis to identify opportunities for improving the customer journey and operational efficiency.
- Participate in weekly team meetings presenting actionable recommendations to both leadership and team to enhance customer experience and streamline operations.
- Lead or contribute to strategic projects aimed at enhancing the marketplace experience and driving customer loyalty.
- Contribute to the development of Standard Operating Procedures (SOPs) for customer service processes.
- Track and measure the success of implemented initiatives, adjusting strategies as needed to meet objectives.
- Deliver a best-in-class customer service experience across multiple e-commerce platforms, ensuring all customer inquiries are handled promptly and professionally.
- Open marketplace cases, resolve customer complaints, respond to marketplace customer messages, request reviews, manage marketplace requests, and escalate issues when necessary.
- Assist with any special projects assigned by your manager, which could include but is not limited to tracking, reporting, vendor assistance, etc.
- Troubleshoot and resolve order and product-related issues and concerns.
- Ability to maintain focus while working in a remote environment filled with distractions.
- Monitor and manage the Seller Performance Metrics on various platforms to ensure marketplace rules and regulations compliance.
- Collaborate with internal teams to enhance the overall customer experience, identify process improvements, and implement customer service best practices.
- Develop, maintain, and contribute to the collection of VOC data and strategy creation meetings from the data presented.
Qualifications:
- Proven experience in e-commerce customer service management or a related field with a focus on analytics and reporting.
- Advanced proficiency in tools such as Excel, Google Slides, and reporting platforms (ex: Confluence, Asana, or Monday)
- Strong analytical skills with a demonstrated ability to interpret complex data and translate findings into actionable strategies.
- Experience with customer journey mapping and experience in improving the customer lifecycle.
- Familiar with key performance indicators (KPIs) for customer satisfaction and using data to improve the customer experience.
- Possess excellent communication skills and the ability to build a friendly rapport internally and externally by exhibiting a positive and professional demeanor.
- Proven ability to multitask and prioritize tasks in a fast-paced, dynamic environment.
- High proficiency with computers and software applications.
- Knowledge and familiarity with various e-commerce platforms and software solutions
- Strong problem-solving skills.
Ideal Candidates Will Possess:
- Thrive in a data-driven environment by identifying trends, opportunities, and creating effective solutions.
- Experienced in creating and maintaining detailed SOPs and training materials.
- Proactive and collaborative mindset with the ability to manage multiple priorities seamlessly.
- Detail-oriented with the ability to identify data inconsistencies and address issues proactively.
- Skilled in data visualization, able to present complex data in a clear, actionable format.
- Ability to generate insights from sales, customer feedback, and other data points to influence product and service improvements.
- A highly motivated, competitive mindset; self-starter attitude focused on growing a brand
- Independent learner and self-starter.
Job Type:
Work Location & Schedule:
Compensation, Benefits, & Perks:
- $55,000 - $65,000/yr, and discretionary end-of-year bonus opportunity.
- Free NativePath products each month because our employee’s well-being is always top of mind.
- PTO and 8 paid holidays + 1 floating holiday to recharge your batteries and be your best self.
- Jumpstart your week with our Monday Culture Call and develop deeper connections with the entire team, gain further knowledge of NativePath’s wellness philosophies, and participate in light movement sessions!
- Competitive benefits package, including health, dental, vision, and more.
- Access our 401K program + a match to help secure your future as you grow with NativePath.
- 100% remote workplace because we know our best work happens when we’re in our natural habitats.
- Multi-level coaching and mentoring programs to expand your knowledge, skills, and perspectives.
- All-company events at incredible locations to bond with your colleagues (and have a little fun)
Technology:
We are a bring-your-own-device company. All team members must supply their own:
- Computer - PC or MAC with broadband internet and at least 8GB of RAM.
- Broadband Internet - minimum of 20 Mbps.
