SPINS is a leader in retail data analytics focusing on the Health & Wellness industry. As a Customer Support Specialist, you will investigate and resolve complex client issues while advocating for clients and driving product innovation through insights gathered from customer interactions.
Responsibilities
- Investigate and resolve complex client issues by thinking critically about root causes, not just symptoms—own cases from intake through resolution
- Master SPINS' data platforms (Point-of-Sale, Panel, eComm) and understand how CPG brands use our solutions to drive business decisions
- Partner with Product, Data, and Engineering teams to solve technical issues and influence product roadmap based on client needs
- Identify opportunities to scale support through better training, documentation and automation
- Stay current on natural products industry trends and how clients leverage data for category management and sales strategy
- Act as the voice of the customer internally, surfacing product improvements and advocating for client experience
Skills
- 1-3 years in a client-facing analytical or support role
- Critical thinking skills: Question assumptions, dig into root causes, consider multiple approaches before acting
- Independent problem-solver: Comfortable navigating ambiguity and making decisions without constant oversight
- Complex topic comprehension: Quickly understand technical concepts, data relationships, and system interactions
- CPG/data fluency: Familiarity with how consumer brands use data (sales trends, market share, distribution) or eagerness to learn rapidly
- Strong communication skills—explain technical concepts clearly to analysts and executives
- Advanced Excel; comfortable learning new software platforms quickly
- Natural/specialty products industry or CPG syndicated data experience
- Experience with CRM/ticketing systems (Salesforce) or business intelligence tools
Benefits
- Hybrid work options
- Paid time to use to volunteer with an organization of their choice
- Charitable donations are matched
- Semi-annual company-wide employee survey that is used to shape company programs, perks, and culture
Company Overview
SPINS is a data and analytics company that provides market intelligence and insights for the natural and specialty products industry. It was founded in 1995, and is headquartered in San Francisco, California, USA, with a workforce of 201-500 employees. Its website is http://www.spins.com.Company H1B Sponsorship
SPINS has a track record of offering H1B sponsorships, with 2 in 2025, 1 in 2024, 3 in 2023, 4 in 2022, 2 in 2021, 9 in 2020. Please note that this does not guarantee sponsorship for this specific role.