TITLE: Product Insights Analyst (CX)
REPORTING TO: Product Lead
LOCATION: Brooklyn, NY (Onsite Monday - Friday)
Who The Flip Is Flip?Ever call your favorite eCommerce brand or healthcare provider, and have a crazy good Voice AI answer? That’s Flip. Hundreds of brands from Under Armour and Tory Burch in retail to Experity and Fast Pace Health in healthcare trust Flip to have millions of phone calls with their customers every month.
We’ve built our company on the idea that the best way to grow is to have a reference list as long as our customer list, and a constant belief that the team is the best thing we’ve built. Both are true today and increasingly so every day.
Many on our team would tell you this is their favorite place they’ve ever worked, and the hardest they’ve ever worked. It’s ideal for people who want to go all-in, do the work, ride the roller coaster, and have a great Flippin time doing it. We’re a small and mighty team of 50 today with offices in NYC, LA, and the UK.
Own the understanding of how Flip performs in the real world by analyzing call and usage data across new and existing customers. This role exists to surface the truth in the data, what’s actually driving automation, where calls break down, and why outcomes vary, so Product and Customer Success can make better decisions. You will turn messy, ambiguous signals into clear recommendations that shape product priorities, improve call outcomes, and prevent small issues from becoming systemic problems.
Customer Usage Analytics
- Analyze customer call and usage data to understand automation rates, call outcomes, drop-offs, and friction points.
- Identify trends across customers over time to determine what’s working, what’s breaking, and where performance is changing.
- Turn ambiguous data into clear insights and concrete recommendations, proactively surfacing issues or opportunities before they scale.
Product Feedback Loop
- Partner closely with Product Managers to bring customer data directly into product decisions, roadmap priorities, and default behaviors.
- Identify gaps between intended product behavior and real customer usage, and help evaluate experiments and A/B tests to understand impact.
GTM & Customer Success Enablement
- Enable Sales and Customer Success with clear, data-backed narratives that demonstrate performance, improvement over time, and customer value.
- Build comparisons, benchmarks, and success stories that support renewals, expansions, and optimization conversations, and clearly explain impact on automation, CX, and revenue.
Who You Are, As an Analyst
- Comfortable working with messy, real-world data and ambiguity, and able to arrive at clear, defensible conclusions.
- Able to explain not just what the data shows, but why it matters, translating analysis into decisions and action.
- Brings strong analytical depth, including experience with SQL or similar querying tools and working directly with underlying data.
What Success Looks Like
Within months, you are a trusted source of truth for Product and Customer Success. You deeply understand Flip’s call data and customer behavior, proactively surface risks and opportunities, and influence product priorities and experiments. Your work directly shapes what gets built, what doesn’t, and how performance and ROI are communicated to customers.
Who You Are, As A Person- Detail-oriented and driven, with a consistent track record of high performance.
- Comfortable asking uncomfortable questions and challenging assumptions when the data doesn’t support the narrative.
- Ownership-minded, motivated to go beyond surface-level answers, and committed to raising the bar on the quality and impact of your work.
- Collaborative and supportive, able to work closely with others while maintaining independent, data-grounded judgment.
More About Us
- We're international, spanning the US, UK, and Canada
- We’ve raised +$30M to date including our recent $20M Series A - backed by Ridge, Next Coast, ScOp, Bullpen Capital, Data Point and Forum Ventures, as well as founders & executives from Amazon Alexa, Ada, Attentive, and Simon Data
- Comprehensive healthcare and unlimited vacation, including a mandatory half week for everyone over July 4, and a full week off at the end of the year
- In office 5 days/week
#FlippinLegend
Final compensation may vary based on location, experience, and qualifications. This role is also eligible for equity, in accordance with company policy, and subject to board approval.
Our customers span the globe, and so do our offices. Flip is committed to providing equal employment opportunities for all employees, applicants, and covered individuals regardless of protected characteristics. We want our company to be as diverse and inclusive as our customers.
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What We Do
In a world of products that are AI everything for everyone - all channels, use cases, industries, languages, etc - Flip stands out by doing the single most important thing 10x better for brands in a few very specific verticals. Flip automates millions of phone calls per week for hundreds of retail eCommerce, healthcare, and transportation brands. Our reference list is as long as our customer list. Our team is the best thing we’ve built. To learn more: www.flipcx.com Be a #FlippinLegend
