tnuck
Customer Insights Lead
Washington, District of Columbia · Full-time
Sponsorship not specified$65k-$75kDetected 21 days ago
Customer SupportShopifyLeadershipCommunicationCollaborationProblem SolvingOrganizational Skills
About the role
- Position will require being in the Washington D.C. area.
- This includes medical, dental, and vision coverage, a 401(k) with a company match, generous paid time off and holiday, paid new parent leave, day care coverage, a generous employee discount, and other great perks.
- Teamwork Makes the Dream Work Find the Fun Stay Authentic Respect Entrepreneurial Spirit Start Strong & Finish Strong Have Courage Tuckernuck is an equal opportunity employer and makes employment decisions on the basis of merit.
Responsibilities
- Monitor and analyze the end-to-end customer journey across e-commerce, retail, loyalty, shipping, returns, and customer support touchpoints
- Develop recurring Voice of Customer reporting and share insights, trends, and recommendations with leadership and cross-functional teams
- Partner cross-functionally with CX, Operations, Growth, Merchandising, Retail, and Technology teams to improve customer experience initiatives
- Manage customer review platforms and moderation workflows
- Partner with Merchandising, Operations, and Marketing teams to escalate and address customer feedback themes
- Support reporting related to customer satisfaction, reviews, ratings, and sentiment metrics
- Own day-to-day administration and optimization of CX-related platforms and tools
- Maintain strong working knowledge of Gladly workflows, rules, inbox management, and escalations
- Support system implementations, integrations, testing, and ongoing process improvements
- Partner with internal stakeholders and external vendors to troubleshoot issues and improve platform performance
Requirements
- 3-5+ years of experience in Customer Experience, Customer Insights, E-commerce Operations, Loyalty, or related fields
- Knowledge / Skills / Abilities
- Strong understanding of customer experience operations within a retail and e-commerce environment
- Experience handling escalated customer situations with professionalism and empathy
- Strong analytical and problem-solving skills with the ability to translate customer feedback into actionable insights
- Experience working with CX, loyalty, or e-commerce platforms and systems
- Collaborative mindset with the ability to work cross-functionally across departments
Nice to have
- Experience with platforms such as Shopify, Gladly, Yotpo, loyalty platforms, or customer analytics tools preferred
- Experience working with customer reviews, Voice of Customer programs, or customer feedback analysis preferred
- Familiarity with reporting and analytics tools preferred
Compensation
- Compensation for the role will be determined based on the candidate's qualifications, skills, and experience. The estimated annual compensation for this role is $ 65,000-$75,000
- classified as full-time exempt and not eligible for overtime.
- The successful candidate will also demonstrate the following core values that inspire the Tuckernuck team to make a difference.
- Teamwork Makes the Dream Work
- Stay Authentic
- Entrepreneurial Spirit
Benefits
- At Tuckernuck, we care about our team and offer benefits that support your health, growth, and work-life balance.
Equal opportunity
- Tuckernuck is an equal opportunity employer and makes employment decisions on the basis of merit.
- If you need assistance in this application or hiring process to accommodate a disability, you may request an accommodation at any time.
Visa & Work Authorization
- based on race, color, religious creed, sex, gender identity, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information or characteristic
This listing is sourced directly from tnuck's careers page and normalized into a canonical job model.