Client Support Analyst Lead

| Remote
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What we do

At Civis Analytics, we bring objective, data-driven truth to organizational decision-making—from the boardroom to the world’s largest progressive social causes.

This mission isn’t an aspiration: it’s something we see realized every day, and it brings purpose to everything we’re working on.

We combine a sophisticated SaaS product with our specialized data science consultancy to empower tens of thousands of active users to make millions of data-driven decisions every month. From joining disparate data sources and automating reporting, to building more elaborate models of targeted audiences and optimizing messages for them, organizations like the Bill and Melinda Gates Foundation, the City of Boston, and iHeart Radio trust Civis’s technology to make their most critical decisions.

Core to our product and consulting offerings is Civis Platform, which makes it easy to import, manage, transform, analyze, and report on data. Our customers love Civis Platform because it empowers them to focus on finding data-driven answers to their most critical questions—in other words, we empower them to run their business, rather than running a tech stack. 

Learn more about Civis at www.civisanalytics.com.

Due to the uncertainty of COVID-19, all Civis offices are closed and all employees are remote for the foreseeable future. This is being closely monitored as things change and it’s likely our offices will reopen. Because of this uncertainty, we want to ensure candidates are open to potentially relocating to one of our offices in the future, but a totally remote option is negotiable for this role.

What we are looking for

As a Client Support Analyst Lead, you will be responsible for supporting our Civis Platform clients through troubleshooting and problem resolution to enable their successful use of our software. You will also be responsible for mentoring and directly supervising a team of Client Support Analysts for their success and career growth.

In this client-facing role, you’ll use your technical acumen and excellent communication skills to serve as the technical expert for our client’s day-to-day needs. You’ll guide resolutions for complex challenges, while proactively supporting process and training documentation. 

You’ll take initiative to gain a deep knowledge of our product, understanding why our Platform and SaaS solutions work alongside how. You’ll work within our Client Success team and cross-functionally with Product, Engineering, and Account Management to identify and drive solutions for our clients. 

You must be able to work well with others who approach problems from different perspectives, but you will be expected to challenge and improve the way we operate.

Minimum Qualifications
  • BA/BS degree or equivalent practical experience
  • 3-5 years supporting and driving external client support with software solutions
  • Excellent written and verbal communication skills
  • Strong time management abilities
  • Proven ability to demonstrate empathy and advocacy for our clients needs
  • Demonstrated success understanding client data science challenges and needs, and mapping them to solutions and action
  • Interest in and ability to master new technologies such as Tableau, VAN, etc
  • Experience with Zendesk, SQL, Python, and Redshift
  • Flexibility with working hours and potential travel when it is safe to do so
  • US Work Authorization
Preferred qualifications
  • Experience with Tableau, Docker, GitHub, and statistics
  • Experience with Salesforce or other CRM tools
  • Experience in software training
Who we are

At Civis, we have opportunities for applicants who are newcomers, seasoned professionals, and anywhere in between. Our teams are energized by complex challenges and value diversity of thought. Opportunities to stand out and inspire happen daily and we trust and encourage you to act on your ideas – no matter how big they are. We offer you the tools and community you need to do your best work. Each of us is committed to holding ourselves accountable for results, challenging the status quo and finding new ways to grow our company and each other.

Why join our team?
  • The opportunity to be part of a growing tech startup focused on solving interesting and meaningful problems, invested in internal promotion, and committed to fostering a diverse, equal and inclusive workplace. 
  • Competitive benefits, including unlimited PTO, 401K match with immediate vesting, health, dental, and vision benefits, fully paid parental leave, breastfeeding support including breastmilk shipping services for traveling moms, commuter benefits, wellness initiatives including weekly group meditations, monthly on-site massage therapy, and pet insurance.

  • To support employees in our now fully remote work environment, we also have expanded our virtual journal and book clubs, Donut Pals (organized virtual coffee meet-ups), Lightning Talks (5-minute presentations on anything you’d like), Lunch-and-Learns, and HR Open Discussions (bi-weekly meet-up where we discuss ideas and topics of the day in a casual format). We are also able to support and accommodate flexible work from home schedules to help employees juggle responsibilities at home.

Civis embraces the individuality of our employees and we celebrate each other's differences. Our products, services, and culture benefit from and thrive on the unique perspectives brought by each person in our Civis community. We're proud to be an equal opportunity workplace, and we are committed to equal employment opportunity regardless of race, age, sex, color, ancestry, religion, national origin, sexual orientation, gender identity, citizenship, marital status, disability, or Veteran status. If you have a disability or special need that requires accommodation, please contact us [email protected]

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States.

EEO IS THE LAW

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Technology we use

  • Engineering
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • ReactLibraries

Location

As one of the popular hubs for tech startups, Chicago is the perfect backdrop for Civis's growing team.

An Insider's view of Civis Analytics

What's something quirky about your company?

One of my favorite parts about Civis is the culture of learning—talking about academic papers is encouraged as well as sharing weird facts about things people are interested in. I also love the people at Civis because they genuinely care about each other and also serving the wider world.

Evelyn

Software Engineer

What are Civis Analytics Perks + Benefits

Civis Analytics Benefits Overview

- The opportunity to be part of a growing tech startup focused on solving interesting and meaningful problems, invested in internal promotion, and committed to fostering a diverse, equal and inclusive workplace. 
- Competitive benefits, including unlimited PTO, 401K match with immediate vesting, health, dental, and vision benefits, paid parental leave, breastfeeding support including breastmilk shipping services for traveling moms, flexible work from home policy, commuter benefits, wellness initiatives including weekly group meditations, monthly on-site massage therapy, and pet insurance.
- Modern office, conveniently located in the Loop. Close to public transportation, great restaurants and beautiful city views.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Diversity, Equity, and Inclusion; Civis-for-Good; Reading Groups/Journal Clubs
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Disability insurance covers 60% of annual salary up to $6000 monthly maximum payout.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
$50,000 life insurance benefit paid by Civis Analytics.
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Civis believes that if you are sick you should stay home. We have a flexible sick policy with no stated limits.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Happy Hours
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
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