Customer Support Specialist

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

Company H1B Sponsorship