Insights Specialist
Chegg, Inc.

Job Description

Insights Specialist

Location: SAT | Portland, OR

Job Summary:

The Opportunity: As we transition to maintaining product quality standards through elevating the voice of the customer, you will be the connective tissue between front line advocates, engineering, leadership, internal and cross functional product teams through strategic partnership in our mutual goal of fast feedback and improving student learning outcomes.

The Role:

In your role as an Insights Specialist, you will support the day-to-day output of the Support Insights team by performing a variety of tasks spanning multiple cross-team functionalities. Fostering collaborative relationships with key stakeholders. Manage, maintain, and improve how we leverage our insights tools and strategies. You will demonstrate expert level attention to detail and communication skills, with the ability to influence decision making both internally and externally. Proactively finding areas of improvement, process streamlining opportunities or alternatives that improve the efficiency or effectiveness of the team. Monitoring data, analytics, and feedback to help drive support insights will be pivotal in your overall success.

Responsibilities:

• Identify trends and patterns in customer support data to provide insights and recommendations for improving customer support processes and procedures.
• Develop and maintain a deep understanding of customer needs and pain points to inform product development and business strategy.
• Communicate analysis findings and recommendations to key stakeholders in a clear and concise manner.
• Work with cross-functional teams to serve as the Subject Matter Expert for assigned focus areas.
• Closely partner with Support Operations to anticipate proactive insights to support upcoming initiatives, experiments and product roll outs.

Experience and Qualifications:

• 1-3 years customer support operations
• Proven track record of working in a customer facing role and previous call center experience.
• You should have experience building meaningful business relationships, driving significant performance results, and executing newly sponsored initiatives in an ever-changing environment.
• Excellent verbal and written communication and independent time management skills are required.

The pay range for this position is $50,088 to $124,028. The actual pay will vary based on geographic location, job requirements, professional experience, and other factors.
In addition, Chegg offers acomprehensive benefits plan for eligible employees, including medical, dental, vision, life and supplemental life insurance, short-and long-term disability, mental health support, parental leave,paid time off, volunteer time off, paid holidays, 401(k) with matchingcontributions, Flexible Spending Account (FSA) and Health Savings Account (H.S.A.)options, an Employee Stock Purchase Plan, an Employee Referral Program, Tuition Reimbursement, and other benefits found at:https://www.chegg.com/about/working-at-chegg/benefits/

Why do we exist?

Students are working harder than ever before to stabilize their future. Our recent research study called State of the Student shows that nearly 3 out of 4 students are working to support themselves through college and 1 in 3 students feel pressure to spend more than they can afford. We founded our business on provided affordable textbook rental options to address these issues. Since then, we've expanded our offerings to supplement many facets of higher educational learning through Chegg Study, Chegg Math, Chegg Writing, Chegg Internships, Thinkful Online Learning, and more to support students beyond their college experience. These offerings lower financial concerns for students by modernizing their learning experience. We exist so students everywhere have a smarter, faster, more affordable way to student.

Video Shorts

Life at Chegg: http://youtu.be/Fwf90zgaOLA

Certified Great Place to Work!: http://reviews.greatplacetowork.com/chegg

Chegg Corporate Career Page: https://jobs.chegg.com/

Chegg India: http://www.cheggindia.com/

Chegg Israel: http://www.chegg.com/about/working-at-chegg/israel/

Thinkful (a Chegg Online Learning Service): https://www.thinkful.com/about/#careers

Chegg out our culture and benefits!

http://www.chegg.com/about/working-at-chegg/benefits/

http://techblog.chegg.com/

Chegg is an equal opportunity employer

This job has expired.