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Customer Success Analyst

About Us
Torch’s mission is to improve the lives of healthcare providers by simplifying supply ordering, providing transparent pricing and modernizing the antiquated ordering process. We are targeting the $100+ billion office-based healthcare supply industry, starting with dental practices, and have raised over $30 million in funding from top VCs such as Bessemer, Felicis, and FJ labs. Our team has business and engineering experience at Blackstone, DoorDash, Goldman Sachs, SmartAsset, Dropbox, and Datadog, from schools including Harvard, MIT and UVA. 

What We’re Looking For
We are looking for a motivated Customer Success Analyst to help us manage day-to-day communications with our dental practices.While you don't see it as a patient, dental practices are busier than ever. Torch helps them streamline their supplies and associated paperwork so they can have more time and deliver better patient care As we grow Torch, one of our priorities is making sure our customers see us as an essential part of their office operations. Our CS Analysts will be the ones most connected to helping us achieve this! 

The Customer Success team will serve as the voice of the customer while working closely with cross-functional partners to ensure we’re exceeding the expectations of dental practices. As a CS analyst, you’ll be crucial to understanding customer needs in depth and executing analyses that will allow us to give our users the best possible “Torch Experience”! 

We expect most successful candidates will have:

  • 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
  • Data-driven problem solver who is passionate about analysis
  • Positive, proactive attitude and ability to multi-task and prioritize in a fast-paced environment
  • Scrappy and detail-oriented problem solver who is resilient and can develop multiple ways to solve a problem if the first isn't successful
  • 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/CS Tools (Zendesk, Intercom, Podium, etc.) and/or Excel/Google Sheets is a plus