Customer Support Specialist

SPINS•Chicago, IL

5d•$55,000 - $69,000•Hybrid

About The Position

We're building the next generation of customer support at SPINS. Our support team doesn't just answer questions—we solve complex problems, advocate for clients, and drive product innovation through frontline insights. As a Customer Support Specialist, you'll be a strategic partner to CPG brands navigating the natural products industry, combining deep product knowledge with analytical thinking and creative problem-solving. This role requires intellectual curiosity, technical aptitude, and the ability to operate independently in a fast-paced environment. Reports to the Manager of Customer Support.

Requirements

1-3 years in a client-facing analytical or support role
Critical thinking skills: Question assumptions, dig into root causes, consider multiple approaches before acting
Independent problem-solver: Comfortable navigating ambiguity and making decisions without constant oversight
Complex topic comprehension: Quickly understand technical concepts, data relationships, and system interactions
CPG/data fluency: Familiarity with how consumer brands use data (sales trends, market share, distribution) or eagerness to learn rapidly
Strong communication skills—explain technical concepts clearly to analysts and executives
Advanced Excel; comfortable learning new software platforms quickly

Nice To Haves

Natural/specialty products industry or CPG syndicated data experience
Experience with CRM/ticketing systems (Salesforce) or business intelligence tools

Responsibilities

Investigate and resolve complex client issues by thinking critically about root causes, not just symptoms—own cases from intake through resolution
Master SPINS' data platforms (Point-of-Sale, Panel, eComm) and understand how CPG brands use our solutions to drive business decisions
Partner with Product, Data, and Engineering teams to solve technical issues and influence product roadmap based on client needs
Identify opportunities to scale support through better training, documentation and automation
Stay current on natural products industry trends and how clients leverage data for category management and sales strategy
Act as the voice of the customer internally, surfacing product improvements and advocating for client experience

Benefits

We embrace hybrid work options so that you have the flexibility to create a work/life balance that actually works!
Each employee is allotted paid time to use to volunteer with an organization of their choice and charitable donations are matched.
Semi-annual company-wide employee survey that is used to shape company programs, perks, and culture.

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