Data Analyst - Customer Experience

Solace

About The Position

Solace is a Series C startup founded in 2022, aiming to simplify the complex U.S. healthcare system by connecting patients with expert advocates and providing tools for better decision-making and outcomes. The company is backed by prominent investors and is seeking a mission-driven, growth-oriented team member. Solace is described as an intense environment where individuals can do the best work of their lives. This role is for a Data Analyst to join the Customer Experience Operations team. It is a hands-on, builder role focused on owning the full stack of CX analytics, including writing SQL, building dashboards, answering ad hoc questions, and interpreting data for the team. The analyst will be embedded with CX leadership, reporting to the Customer Operations Manager and collaborating with the broader analytics function and Data team. The position was created to provide dedicated analytical support to the CX team, requiring someone who can move quickly, work with databases, and translate operational questions into actionable reporting.

Requirements

3+ Years of Experience in data analytics
Advanced SQL & Snowflake: Comfortable writing complex queries, joining across multiple tables, and debugging data issues independently. Able to extract and manipulate data from cloud data warehouses like Snowflake.
BI & Dashboarding: Experience building dashboards and reports in a BI or data visualization tool (HEX experience is a plus; Looker, Tableau, Metabase, or similar is fine).
Data Wrangling Expertise: Comfort working with messy, real-world operational data; know how to QA your own work and flag when something looks off.
Analytical Mindset: Ability to translate ambiguous business questions into a clear analytical approach, and then explain findings to non-technical stakeholders.
Strong Communication: Ability to present findings clearly to CX leadership.
Startup Background: Comfortable in a fast-moving startup environment where the reporting structure will evolve and you'll be expected to help define it.
Applicants must be based in the United States.

Nice To Haves

Experience in healthcare, health-tech, or patient services
Familiarity with customer support tooling (Zendesk, Decagon, or similar platforms)
Python or other scripting languages for data manipulation
Experience supporting or working alongside a centralized Data/Analytics team in a cross-functional capacity
Exposure to workforce management or contact center analytics
Familiarity with dbt (data build tool) is a plus. Analysts who can manage their own transformations and contribute to core data models are valued.

Responsibilities

Drive Operational Excellence: Proactively identify bottlenecks and inefficiencies in our processes. Serve as the bridge between raw data and customer experience team strategy, transforming complex datasets into actionable insights and operational improvements that drive the business forward.
Build Scalable Analytics: Design, build, implement, and maintain tracking systems and dashboards in HEX that automate manual reporting on operational metrics. Ensure stakeholders have self-serve access to the metrics that matter most.
Curate the Data Layer: Collaborate with engineering to maintain clean, reliable data models. Refine SQL transformations to ensure data infrastructure scales with growth.
Synthesize & Communicate: Translate technical findings into clear, concise recommendations for non-technical audiences. Tell the story behind the data, helping leadership understand why trends are happening and what to do about them.
Wrangle Complex Data: Perform detailed work with structured and semi-structured data (including nested JSON) to extract relevant signals from the noise.
Support the Workforce Management and System Admin team on analytics and capacity planning projects and dashboards as bandwidth allows — functioning as an extension of the data function from within CX.
Provide an analytical bridge between CX operations and the broader company data infrastructure.