Customer Experience, Systems and Analytics (Intern)

About Us 

At Open Farm we are transforming the way people feed their pets, with a focus on producing premium, healthy food and treats, all ethically sourced from farm-to-bowl. Headquartered in Toronto and with team members across the US, Open Farm is one of the fastest growing CPG companies in North America. We believe that the best foods are made with consciously sourced, top-quality ingredients from farmers and fisheries who believe in doing good for all animals and the environment.  

Role Overview 

We are seeking a motivated and analytical Customer Support Analytics Intern to join our team. The intern will play a crucial role in refining the analytics and data views for our customer support function. This is an excellent opportunity for individuals interested in gaining hands-on experience in data analysis, customer support operations, and e-commerce.

Key Responsibilities 

• Analyze customer support data and metrics to identify trends, patterns, and opportunities for improvement.
• Collaborate with the customer support team to understand their workflow, pain points, and data needs.
• Strategic data-focused projects, such as supporting PPX reporting and analysis, and behind-the-scenes support of data inputs to inform new tools.
• Collaborate on AI projects, including support use cases, routing, quality assurance reporting, and knowledge base management. 
• Develop and refine dashboards, reports, and data visualizations using tools such as Excel, Google Analytics, or business intelligence software.
• Work closely with cross-functional teams, including marketing, product development, and operations, to gather insights and align analytics efforts with business objectives.
• Conduct ad-hoc analysis to answer specific business questions and provide actionable recommendations.
• Assist in the implementation of data-driven initiatives to optimize customer support processes and drive efficiency.
• Stay updated on industry trends, best practices, and emerging technologies in customer support analytics.
• All other duties, as assigned 

Qualifications 

• Pursuing a degree in business analytics, data science, statistics, or a related field.
• Strong analytical skills with the ability to interpret data, draw conclusions, and communicate findings effectively.
• Proficiency in data analysis tools and software, such as Microsoft Excel, SQL, or Tableau.
• Excellent attention to detail and problem-solving abilities.
• Effective communication and interpersonal skills, with the ability to collaborate with cross-functional teams.
• Proactive and self-motivated with a willingness to learn and take on new challenges. 

What we offer you - it's the purr-fect package:   

• Learn and develop within a mission-driven, dynamic, and fast-growing company, alongside thoughtful and passionate individuals dedicated to their work and community.
• Great office culture (with lots of adorable pets!) where your pet interrupting video calls or in-person meeting is the norm.
• Opportunity to participate in co-op case competition – a chance to collaborate with peers, present creative ideas to the business, and gain more hands-on experience with visibility to senior leadership!
• Office-casual dress code. 

Hybrid Work: 

At Open Farm, we believe in the power of collaboration, meaningful connections, and enjoying our work together—furry friends included! That’s why we’ve adopted a structured hybrid approach that allows you the benefit of a reduced commute while still building strong workplace relationships. Currently, all employees are expected to be in the office two days per week at minimum, with Tuesday and Thursday as our anchor days. In addition to this, each month our Leadership team dedicates three consecutive days onsite to continue to foster alignment and connection across the team. During this time we expect everyone to join us in person to do the same. Please note: our hybrid approach may evolve over time as we adapt to the needs of our team and business.

IMPORTANT: Please note that we require the submission of your Resume, Cover Letter, and Academic Transcript. Any applications missing any of these documents will not be considered.

Our Values 

We Raise the Bar | We Open the Barn Doors | We Graze Lightly | We Are Customer Obsessed | We Are One Team  | Win-Win Partnerships

To learn more about Open Farm, follow us on Instagram and LinkedIn. 

Open Farm values diversity in its workforce and encourages applications from all qualified individuals. Applicants requiring a disability-related accommodation at any stage of Open Farm's recruitment process should contact hr@openfarmpet.com. As required by legislation, Open Farm will consult with applications requesting such an accommodation to ensure that Open Farm's recruitment process takes into account their accessibility needs.