Voice of Customer Analyst

About Donorbox

Donorbox is a leading fundraising platform and donor management system for nonprofit organizations. Our mission is to accelerate positive impact worldwide by helping nonprofits become highly effective at raising funds and managing their supporter base. Since 2014, we have powered more than 80,000 global organizations to raise over $2B in donations. 🚀

Our fast-growing company is profitable and bootstrapped with a healthy run rate. We have a fully distributed and diverse 120-person team based in 16+ states and 23+ countries.

🏅In 2023, Donorbox achieved the Leader status in Nonprofit and was recognized for Best Functionality & Features in Fundraising by GetApp. We're proud of what we do, and our product reflects it!

The Role

We are seeking a dedicated Voice of Customer Analyst to join our team and contribute to our mission of providing exceptional support to our clients. In this role, you will play a pivotal part in improving our products and services by leveraging your expertise in data analysis and visualization.

A key focus of your role will be collecting, categorizing, and analyzing customer requests to ensure that actionable insights are effectively utilized.

Responsibilities

• Apply expertise in data analysis and visualization to gain insights into user interactions with our products
• Collect and analyze support ticket data to identify trends, patterns, and opportunities for improvement
• Collaborate with support agents to ensure accuracy and quality in customer interactions
• Review feature requests and bug reports to identify areas where the product can be enhanced
• Send surveys regularly to gauge user satisfaction and gather Customer Satisfaction (CSAT) scores
• Work closely with the product team, presenting relevant analysis and insights to support the development of product and service improvements
• Build and maintain reports, dashboards, and metrics to monitor the performance of customer support

Qualifications & Experience

• Proven experience in quantitative analysis.
• Client requirement gathering during meetings.

Details

• Fully remote based in Latin America
• Salary: $23,000 USD

Benefits & Perks

• Fully remote work from the comfort of your home
• Generous time off policy of 21 days (birthday included 🎉), 8 designated/floating holidays, 2 paid volunteer days, and 5+ sick days (dependent on state)
• Employer-sponsored health insurance plan through TriNet, including medical (United Healthcare), dental, vision, and life
• 401(k) retirement plan via TriNet's partner, Empower, with an employer match of up to 4%
• Reimbursement package for home office expenses, up to $1.5k
• Eligibility for employee equity plan (stock options)
• Wellness program with fitness and mindfulness classes
• Love your work and our mission of serving nonprofits!

If this sounds like the right role for you, please apply today and let us know why. We look forward to hearing from you!