Senior Analyst, Customer Success
About The Position
Remitly is seeking an analytics professional to help scale its business and improve customer support experiences. The role focuses on understanding support experiences—including what customers experience, why they need support, what support they receive, and the data generated throughout those interactions—and defining and measuring success. The analyst partners with product and program managers, engineers, and fellow analysts to develop insights and analyses that influence product and process design. The position also communicates metrics, commentary, and recommendations to stakeholders across Remitly’s operational footprint and independently manages multiple strategic initiatives through delivery and business impact.
Requirements
- Degree in Statistics, Mathematics, Computer Science, Operations Research, Engineering, Economics, or a related field.
- 7+ years of relevant experience in an analytics role.
- Experience modeling complex scenarios with data and estimating their relative size and impact.
- Experience managing analytics projects from creation to delivery, including developing structured solutions and driving business outcomes.
- Experience building dashboards in Tableau or other relevant tools.
- Fluency in SQL, data modeling, and other data science techniques.
- Experience with statistical experimentation methods, such as A/B testing and experimental design.
- Familiarity with AI tools such as Claude, Gemini, and/or ChatGPT to accelerate problem-solving, automate routine data tasks, and generate insights for complex business problems.
Responsibilities
- Become an expert in customer support experiences and define and measure success.
- Partner with Product Managers and Program Managers to generate insights and analyses that influence product and process design.
- Communicate metrics, commentary, and recommendations to stakeholders at multiple levels across the operational footprint.
- Independently manage multiple strategic initiatives, meet deadlines, and achieve desired business impact.
Benefits
- Flexible paid time off
- Health, dental, and vision benefits
- 401(k) plan with company matching
- Paid parental, medical, military, and family care leave
- Mental Health & Family Forming Benefits
- Employee Stock Purchase Plan (ESPP)
- Continuing education
- Equity as part of total compensation
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What This Job Offers
Job Type
Full-time
Career Level
Senior
