Customer Insights & VoC Analyst

Customer Insights & VoC Analyst

About Super.com

We started Super.com to help maximize lives–both the lives of our customers and the lives of our team – so that everyone can experience all that life has to offer. For our employees, our promise is that Super.com is more than just a job; it’s an opportunity to unlock one’s potential, where learning is celebrated and impact is realized.

We are more than a fast-paced, high-growth tech company; we care about our people and take career progression seriously. This is your career and our aim is to supercharge it through the people, the work, and the programs that fuel who we are.

About the role

We are looking for a detail-oriented analyst who loves working with complex data and turning it into something the business can actually use. You will work closely with the Customer Success team, supporting the data, reporting, and platform work that keeps our Voice of Customer and reputation functions running day to day.

A big part of this role is owning the accuracy and health of our customer intelligence platform — configuring it, validating its outputs, improving its taxonomy, and making sure what it surfaces reflects the real experience of our customers across two product verticals. This is ongoing, detailed work that requires someone who deeply understands our business and applies that context to everything the data shows.

Beyond platform work, you will own reporting infrastructure, reputation analytics, and support the broader VoC function as it expands. If you also have a knack for building automations or AI-powered workflows that eliminate manual work, that is a strong bonus — we are actively looking for ways to make our reporting and alerting smarter.

This is an exciting time to join a team that is scaling a high-impact program from the ground up. You will play a key role in building the foundation for how Super.com listens to its customers, acts on their feedback, and turns data into decisions that move the business forward.

About the team

The Customer Success team leads Voice of Customer, CSAT strategy, public reputation, and customer experience initiatives at Super.com which are company-wide priorities. We are responsible for listening to customers, translating user feedback into action, and building the infrastructure that makes both scalable across the organization.

At the center of this work is our predictive customer satisfaction platform (SentiSum), our AI-powered VoC intelligence platform and the ongoing work to make it accurate, actionable, and trusted across the business. This is a complex, evolving system that requires dedicated human expertise to configure, validate, and extract value from every day.

What you’ll be working on:

Data & Reporting

• Own VoC, CSAT, and reputation reporting — dashboards, weekly and monthly reports, and ad hoc analysis for cross-functional teams.

• Maintain and improve the taxonomy, metadata layers, and data quality of our customer intelligence platform — validating outputs, correcting misclassifications, and coordinating with vendors to continuously improve accuracy.

• Track reputation performance across review platforms, social channels, and search, and contribute to the analysis behind our reputation strategy.

• Support the expansion of our VoC function — new feedback channels, product-specific insights packages, and churn and retention research.

• Build automations to eliminate manual reporting tasks and set up notification systems to keep the team proactively informed. Experience building AI-powered workflows or agents that generate reports, surface insights, or close feedback loops is a strong plus.

What we’re looking for:

• 1–3 years of experience in data analytics, business intelligence, or a related role.

• Strong attention to detail. You are comfortable sitting inside messy, complex data and finding what does not add up.

• Proficiency with Excel or Google Sheets; experience with BI tools like Looker, Metabase, or Tableau.

• Clear written communication. You translate data into plain language that non-technical stakeholders can act on.

• Comfortable managing ongoing vendor or platform relationships and following up until issues are resolved.

• Experience with automation tools (Zapier, Make, or similar) is an asset.

• Self-starter mindset — you spot inefficiencies and fix them without being asked.

Bonus points:

• Experience in fintech, travel, or SaaS industries.

• Familiarity with sentiment analysis tools or social listening platforms (SentiSum, Chattermill, Brandwatch, etc.).

• Background in customer success, support operations, or Voice of Customer programs.

• Experience with Python or other scripting languages for data manipulation.

• Knowledge of API integrations and webhook configurations.

• Previous experience documenting processes and building internal knowledge bases.

We’ve got you covered:

At Super.com, we believe in supporting our team so they can thrive—both at work and in life.

• Remote-First Flexibility: Work from anywhere in the world and choose the hours that suit you best. We trust you to get great work done on your terms.

• Time to Recharge: Enjoy unlimited PTO, company-wide recharge days, and annual team offsites.

• Everyday Perks: Weekly UberEats credits and travel discounts on SuperTravel help you enjoy the little things.

• Family-Friendly Benefits: We support growing families with generous parental leave and a flexible return-to-work plan.

• Comprehensive Compensation: Competitive salary, equity options, annual bonus, retirement matching, and top-tier benefits packages.

• Investing in You: Access to wellness budgets, personal development funds, and team-level learning resources.

At Super.com, we are proud to leverage cutting-edge artificial intelligence (AI) technology to make our hiring process smarter, faster, and more inclusive. By integrating AI tools into our recruitment, we enhance our ability to identify top talent efficiently while promoting fairness and consistency for every applicant.

Super.com is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Accommodations are available on request for candidates taking part in all aspects of the selection process. If needed, please notify your Talent Acquisition Partner.