Analyst, Customer Support

Title: Analyst, Customer Support

Location: Distributed, + (US + Canada)


About Us

There is nothing like the feeling of a good nights sleep. Cozy, wrapped-up-in-a-heavy-blanket sleep. Fire crackling, curtains drawn, DO NOT DISTURB kind of sleep. *Hygge stuff. Thats the kind of sleep were talking about. 85% of people agree sleep is a key to their wellbeing, but more than 50% of people are unsatisfied with their own sleep. Whether its stress, interruption, work, children, people need help getting great rest!

Hatch is on a mission to help everyone in the family get great sleep. Getting high quality sleep improves focus, energy, and performance no matter what you love to do in your life. We make bedside sleep devices and original content to help people wind down, sleep deeply and rise rested and relaxed. Led by Rest, the #1 baby registry item on Amazon, and Restore, our Award-winning adult focused product, we have helped over 3 million sleepers of all ages find space for rest in their lives.

The Opportunity

Analytics plays a critical role in how we understand our customers and achieve our mission to help people get their best sleep. We use data to uncover actionable insight, empower our stakeholders to make better business decisions, and identify opportunities to improve our products and user experience.

As our first contractor analyst supporting Customer Service, you will aggregate and synthesize our CS data, build tools, and help the team optimize internal performance and improve our broader customer experience.

This role reports to the Director of Customer Support, and must be based in the United States or Canada. Hatch is based out of California, so this role would be asked to be available during PST/PDT hours.

What youll do

6 Week Contract:

  • Gain an understanding of our current CS team, workflows, tooling, and data streams.
  • Revamp dashboards and reports to empower the CS team to automate processes, understand performance, and uncover themes in customer feedback.
  • Collaborate with our finance team to create a workforce management and forecasting model.

What youll bring

  • 2+ years of quantitative industry experience (Analytics, DS)
  • Advanced SQL skills and fluency with analytics and visualization platforms & technologies to manipulate and analyze data.
  • Experience with CS metrics and tools (Zendesk) is a plus.
  • A natural desire to learn new things, understand the inner workings, and take a deep dive into the data that helps us better understand our business and helps us achieve our goals.
  • A passion for collaboration and strong cross-functional communication skills to partner effectively with both technical and non-technical teams.
  • Self-starting attitude: You drive projects from start to finish with minimal guidance and a focus on improving the customer experience.

Why You Will Love Working at Hatch!

  • We are certified as A Great Place to Work! 97% of our employees have reported that Hatch is a great place to work.
  • We have an amazing leadership team that truly values its employees and lives our company values each and every day.
  • We delight our customers with something everyone needs: a good nights sleep!
  • Our team is collaborative, fun, and brilliant!
  • You have an opportunity to make a large impact in peoples lives
  • We are backed by world class investors including True Ventures and have strong revenue growth.
  • We let you take care of what you need by offering a flexible/remote work environment

Designed by experts and loved by parents, our Rest family includes Rest, Rest+, Rest Mini, and Rest (2nd Gen)all-in-one sleep products designed for babies and kids that can be controlled remotely. Hatch Restore is a fully-customizable product geared toward helping adults sleep well. As an all-in-one sleep assistant, Restore helps people personalize their perfect night of slumber. Launched in 2014 by parent entrepreneurs Ann Crady Weiss and Dave Weiss, and featured on Shark Tank in 2016, Hatch is headquartered in Menlo Park, California.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.