Customer Support Specialist - US

Polar Analytics: The All-in-One Data Platform for Consumer Brands 🐻‍❄️

Polar Analytics simplifies data so brands can make smarter, faster decisions without the complexity of traditional tools. Powerful yet user-friendly, it gives DTC brands the insights they need to scale profitably.

🚀 Our mission? To help indie DTC brands compete and grow—faster and more profitably.

🔥 4,000+ Brands and Growing

We’ve scaled to 4,000+ active merchants (Jan 2025) and are on track for 10,000+ this year.

🤖 Disrupting a Stale Analytics Market

Polar is revolutionizing the Shopify analytics space with modern data infrastructure built for agentic orchestration—positioning us at the forefront of AI-driven commerce automation.

💰 Backed by World-Class Investors

We’ve raised $28.5M with Frst, Point9, and Chalfen Ventures, top-tier B2B SaaS investor known for spotting future unicorns early.

👥 A Team of eCommerce & Data Experts

Our team brings experience from leading eCommerce SaaS platforms & Silicon Valley data unicorns, united by a mission to build the next industry leader.

Customer Support at Polar is where empathy meets expertise. Our team ensures thousands of DTC entrepreneurs get the data insights they need to grow their brands, while building scalable support systems that evolve with our rapid growth. You'll be the voice of our customers internally and the face of Polar externally, working alongside a passionate team dedicated to making eCommerce data accessible and actionable.

• Empower entrepreneurs daily - Help thousands of DTC brands unlock growth through data, with solutions they rely on every single day to make critical business decisions

• Join our explosive growth story - Be part of one of the most exciting moments in our journey as we scale, backed by proven product-market fit and 100+ 5-star Shopify reviews

• Master the DTC ecosystem - Get insider access to the fastest-growing consumer brands (from $1M to $1B revenue) and become a knowledge expert in eCommerce, data analytics, and emerging industry trends

• Shape our support evolution - Lead the transformation from reactive support to proactive, scalable systems that anticipate customer needs and drive product improvements

• Multi-channel customer advocacy - Manage customer requests across Intercom, Slack, and email with exceptional response times (≤15 minutes) and resolution quality (≤2 days), maintaining 95%+ CSAT scores

• Technical problem-solving leadership - Triage and prioritise tickets in Jira, handle Level 1 support issues independently, and collaborate seamlessly with engineering teams on Level 2 escalations with comprehensive context and documentation

• Build scalable support infrastructure - Create self-serve documentation, FAQ content, diagnostic tools, and automated solutions that help customers solve problems independently as we scale to support thousands of brands

• Process optimisation and innovation - Identify bottlenecks in current support workflows, propose data-driven improvements, and implement systems that reduce ticket volume while improving customer satisfaction

• Voice of the customer champion - Transform customer feedback into actionable product improvements, working directly with Tech and Success teams to influence our product roadmap and feature prioritisation

• Knowledge transfer and training - Develop internal documentation, train team members on complex product features, and contribute to our growing knowledge base that serves both customers and internal teams

• You're passionate about eCommerce and data - You understand the DTC landscape, get excited about helping brands make data-driven decisions, and can speak confidently about metrics like CAC, LTV, ROAS, and conversion optimisation

• You have proven B2B SaaS support experience - Previous customer-facing experience in early-stage startups or small companies with hands-on, scrappy environments where you've worn multiple hats and driven process improvements

• You excel at structured, clear communication - Exceptional written and verbal English skills with the ability to explain complex technical concepts simply, provide detailed context in escalations, and maintain professional correspondence across all channels

• You have strong technical curiosity - Bachelor's degree or equivalent in business/engineering, comfort with data concepts, willingness to learn SQL basics, and ability to troubleshoot technical issues independently

• You thrive with ownership and strategic thinking - Ready to take our US support operations to the next level with proactive improvements, systematic problem-solving, and big-picture thinking that considers broader organisational impact

• You're passionate, humble, and growth-oriented - Always eager to learn, share knowledge with teammates, seek feedback actively, and approach challenges with curiosity rather than frustration

We believe in a structured, fair, and transparent hiring process. While the steps may vary by role, here’s what you can expect:

1. Recruiter Screen (20 mins): A call to talk through your current/past experience and your motivations and tell you more about Polar Analytics.

2. Role Fit Interview (30 mins): Here, you'll meet either the Hiring Manager or a team member of a similar level to discuss your ways of working and understand your skillset and ability for the role.

3. Competency Deep Dive (1 hour): This interview usually consists of a practical element (case study, Presentation, Technical Problem Solving etc) designed to give you a broader understanding of how we drive impact at Polar. This will be with the hiring manager and one other team member.

4. Culture Interview (30 mins): A conversation with one of our Culture Champions. We assess your team fit based on our values (see below).

 We value your time and effort in the application process, and we aim to provide feedback as quickly as possible.

We want to be a 10x startup - starts with everyone having 10x impact

The superceding principle. Prioritize actions with the highest expected impact. If it does not move the needle, do not do it.

Customer obsession - exists only to help users.

We exist to create value for brands and users. Never ship or act in ways that harm them. Every initiative must clearly increase user value or remove friction to realizing value.

The only way to win is to move fast

• Try 100 things vs the competitor’s one attempt

• Action precedes information

Every person and every system improves each week.

• Growth is compounding.

• Hold a weekly retro and a weekly forward plan.

Be ruthless on standards, never rude in delivery.

• Disagree directly, commit fully once a decision is made.

We are here to win, not to be right, or to do what we wish

• Do what it takes to win. “Not my scope” is not an excuse. Do what makes us win, not what we feel like doing.

• Set goals you believe in, then hit them. If at risk, reforecast early with a plan to close gaps.

• Low or no impact.

• Lack of desire to win.

• Accepting passive failure.

• Actions that harm users or sacrifice long‑term user value.

• Politics and “winning the argument” over winning the market.