Customer Experience Analyst

| United States +80 more | Remote
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About Us: 


Torch Dental is a rapidly growing start-up whose mission is to improve the lives of healthcare providers by simplifying supply ordering, providing transparent pricing, and modernizing a previously outdated ordering process. Torch is targeting the $100+ billion office-based healthcare supply industry, starting with dental practices. Our innovative e-commerce software platform streamlines healthcare professionals’ procurement process and secures the best prices for products.


We are a close‑knit team that enjoys working together every day to solve real‑world problems. We obsess over customer satisfaction, promote a strong bias for action, encourage team members to engage in impactful work, and foster a one team culture. Our goal is to create better solutions to help healthcare professionals succeed, and we are looking for people like you to help bring this vision to life.


Your Impact:


We are looking for a motivated Customer Experience Analyst who will be at the forefront of ensuring customer satisfaction by providing exceptional support and assistance to Torch users. This position will work with customers directly via various channels, including live chat, email, SMS, and phone as a product expert to educate and guide users for the most effective Torch experience. They will also serve as a liaison between customers and various internal teams, addressing inquiries, troubleshooting issues, and contributing to the continuous improvement of our platform based on customer feedback.


This role will be a client-facing role largely spent interfacing directly with users from dental practices to understand and resolve issues within the expectations of our high-standard KPIs that measure efficiency and quality of customer interactions.


The expected working hours for this role will be 9 AM - 6 PM Mountain Time (11 AM - 8 PM ET).


While you may not see it as a patient, dental practices are busier than ever and require more efficient ways to operate optimally. Torch helps them streamline their supplies and associated paperwork so they can have more resources to deliver better patient care. As Torch grows, one of our main priorities is making sure our customers see us as an essential part of their office operations with access to expert product support being a crucial factor in Torch’s value to them. Our CX Analysts will be an integral part of achieving this.

What we are looking for:

  • Exceptional communication skills with ability to articulate ideas and complex information in a clear and concise manner
  • A passion for understanding and solving user problems
  • Detail-oriented problem solver and critical thinker
  • Positive, proactive attitude with an ability to multitask and prioritize in a fast-paced environment
  • Hands-on collaborator that works well in teams
  • Interest in technology and software
  • Ideally 0-2 years of customer-facing experience, previous customer service experience is a plus
  • Experience with ticketing/CX Tools (Kustomer, Aircall, Zendesk, Intercom, Podium, etc.) and/or Excel/Google Sheets is a plus
  • Experience related to the dental space or within an ordering platform is a plus

Benefits:

  • Salary range is $50,000 - $60,000
  • 401k benefits with Slavic
  • Unlimited paid time off (PTO)
  • Maternity and Paternity leave
  • Medical and dental coverage with Aetna
  • Work from home stipend
  • Commuter benefits for hybrid employees
  • Fully stocked pantry and fridge for hybrid employees in NYC

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
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Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
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Lincoln, NE
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Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
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Phoenix – Mesa – Scottsdale, AZ
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Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • PythonLanguages
    • InVisionDesign
    • FigmaDesign
    • AmplitudeDesign
    • JIRAManagement
    • LookerManagement
    • SalesforceCRM
    • SalesloftCRM
    • Salesloft Email
    • RocketReachLead Gen
    • Hunter.IOLead Gen

An Insider's view of Torch Technology

What’s the vibe like in the office?

Torch has made going into the office exciting again! We're able to strike a perfect balance of collaboration, focus time, and fun. Everyone at Torch is so helpful but always respectful of each other’s time. We’re also big on taste tests so if you’ve always wondered what the best slice of pizza in Manhattan is, you can just refer to our leaderboard!

Shayan

Product Manager

What does your typical day look like?

Most days are filled with development related to specific features or tasks, collaborating with other engineers, asking questions, and reviewing code. Working closely with the product team has been a highlight so far. We’ll sync with Product Managers during the entire lifecycle of a project, it’s been motivating to work on the challenges together.

Dana

Software Engineer

How does the company support your career growth?

Torch has done an amazing job at giving me all the tools I need to grow my career. I was able to outline my career path, setup specific milestones for my growth and get constant mentorship and feedback to get me in a good place to grow both personally and professionally. They created a clear path to help me visualize my future at the company.

Michael

Senior Account Executive

How does your team reward individual success?

At Torch, the success of one is the success of all. Luckily, management recognizes this and rewards it as such. Individual success is accompanied with prizes like gift cards, Apple watches, and portable pizza ovens. More importantly, it's rewarded by praise and positive encouragement from the team; that's where the real value lies.

Samantha Keefe

Senior Sales Development Representative

What are Torch Technology Perks + Benefits

Torch Technology Benefits Overview

Torch is a collaborative, tight knit team that is still in its early stages. As such, all of our team members get to stretch themselves and take on lots of responsibility. At the same time, we also offer an inspiring, respectful work environment and top notch benefits such as full paid health, vision, and dental. Our extended benefits include 401k plans, commuter benefits, Teladoc virtual health and Talkspace online mental health memberships.

Culture
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Remote work program
Torch presently offers a hybrid office plan with the employees coming in about two days a week.
Diversity
Highly diverse management team
Diversity manifesto
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Mental health benefits
Financial & Retirement
401(K)
Company equity
Performance bonus
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Family medical leave
Vacation + Time Off
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Home-office stipend for remote employees
Professional Development
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Customized development tracks

Additional Perks + Benefits

Outside of the significant benefits packages we offer to all employees, we value all of the events we can have both virtually and in person. Every week we host a company wide Torch Thursday which is an excellent opportunity for the team to spend time together outside of working hours.

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