Overview

Mode is a remote-first company with cross-functional teams based throughout the US. We welcome applicants from all 50 states. Employees based in the San Francisco area also have the option to work out of our office as desired.

We’ve built Mode from the ground up to be the best analytics platform for Analysts and Data Scientists. As we’ve grown, an increasingly broad audience—people on teams from Finance to Operations, Marketing to Engineering, and everything in between—has begun to use Mode to collaborate with analysts and use data in everyday decisions. For our 600+ customers, Mode is the central place where data experts and domain experts can come together to make sense of data at the rapid pace of business today.

In addition to building the best analytics platform, we want to ensure that Analysts and Data Scientists are successful using Mode. We aim to do this not only by building software but also by providing the support and resources Analysts need to make an impact. We don’t just troubleshoot product questions or resolve bugs—we help customers solve analytical problems. We pride ourselves on being able to find solutions to unconventional requests.

As a Support Analyst, you will be the first point of contact for Mode’s customers and will set the tone for Mode’s customer support team. If you’re a customer champion, passionate about solving problems and collaborating on strategic initiatives to enhance the customer experience – you’ll bring tremendous value to our customers and team!

What you’ll do

  • Become a Mode expert and provide Level 1 Support for Mode’s customers via Phone, Chat & Email
  • Become a key contributor to in understanding customer requirements and submitting Product Feature requests
  • Investigate and report critical bugs to Engineering and own customer communication and drive bug resolution
  • Contribute to Mode Help Site documentation and the knowledge base
  • Partner with Engineering and Product in contributing to strategic initiatives focused on customer experience and product improvement
  • Provide support to Internal mode employees by answering product/troubleshooting related questions via Slack and Email
  • Occasionally (less than 5%) visit customers to consult on challenging technical issues and projects with Mode

What we look for

  • Experience in a customer-facing technical support role
  • Proven ability to multi-task (since you could be managing one or more customer escalations!)
  • Passion for helping customers and drive to make sure they have a great experience with our product and team
  • Excellent communication skills and ability to tailor complex technical conversations to both technical and non-technical audiences
  • Ability to creatively develop interesting and helpful solutions to the wide range of problems that Mode’s customers are trying to solve
  • Basic knowledge of SQL and Javascript
  • Must be comfortable working an 8-hour shift between 7am your local time and 6pm Pacific Time
  • Must be comfortable working weekends (with weekly days off) or providing “on-call” coverage to customers (Rotating shifts)
  • Bonus: Experience working in the data and analytics space, especially in a technical support environment
  • Alignment with Mode’s values

About Mode

Mode is a collaborative analytics platform that brings teams together around data to make game-changing decisions.

In everything we do, we strive to put the people we do it for first. This starts internally: together we’re building a culture that embraces diversity and learning, humility and gratitude. At the same time, we try not to take ourselves too seriously and strive for a healthy balance between work and personal pursuits.

Benefits you can expect as a Mode employee:

  • Generous, flexible PTO and family leave
  • Flexible work schedules—we trust you to know what will make yourself most productive
  • Excellent health coverage for team members and their families (Mode pays the 100% of the premiums)
  • Supportive work environment and a manager who is focused on your professional growth
  • Company events that highlight our team’s passions and hobbies

Mode is committed to building an inclusive and diverse workforce. We are an Equal Opportunity Employer and welcome people from all backgrounds, experiences, abilities and perspectives. For California residents please review our CCPA Privacy Notice linked here.

The compensation range for this role is $50,000-65,000 to be determined by level. #BI-Remote