Sr. CX Analyst, Billing & Payments

About SimpliSafe 

We’re a high-tech home security company that’s passionate about protecting the life you’ve built and our mission of keeping Every Home Secure. And we’ve created a culture here that cares just as deeply about the career you’re building. Ours is a no ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect. We don’t just want you to work here. We want you to grow and thrive here. 

Why are we hiring? 

Well, we’re growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure. 

What you’ll do

SimpliSafe is seeking a Sr. CX Analyst, Billing & Payments to join our Customer Experience team. In this role, you will be the expert on end-to-end customer billing and payments journeys, providing insights and driving improvements across our subscription management operations.

You will be instrumental in analyzing payment workflows, leveraging your proficiency in SQL and Tableau to identify key trends, pinpoint areas for optimization, and develop data-driven recovery strategies. You will be responsible for documenting current payments processes, identifying areas for streamlining and automation, and collaborating with cross-functional teams (including Product, Marketing, and Finance) to implement improvements. Your ability to translate data insights into actionable recommendations and effectively communicate findings to stakeholders will be essential. This position demands a strong analytical mindset, attention to detail, and a passion for creating seamless and positive customer experiences.

Where we work 

We’re embracing a hybrid work model that enables our teams to split their time between office and home. Hybrid for us means we expect our teams to come together in our state-of-the-art office on two core days, typically Tuesday and Wednesday, to work together in person, and teams can choose where they work for the remainder of the week. We all benefit from flexibility and get to use the best of both worlds to get our work done. 

Key responsibilities

• Play a key role in reducing customer churn from non-payment by contributing to the strategic oversight and enhancement of the payment recovery lifecycle, from monitoring trends to managing weekly processes and coordinating data sharing across teams.
• Perform advanced analytics on customer payment behavior to inform and refine outreach and recovery initiatives, regularly communicating findings and recommendations to key stakeholders.
• Partner with analytics teams to enhance the accessibility and quality of customer payment data and reporting.
• Serve as a key liaison with Finance teams to address and resolve payment-related issues raised by our Customer Experience teams.
• Investigate and document customer payment experiences, leveraging data analytics and journey mapping to identify challenges and optimize opportunities.

Qualifications

• Minimum 4 years of experience in roles that combine data analysis with business strategy formulation.
• Strong analytical and problem-solving skills, with the ability to translate data into actionable insights.
• Exceptional attention to detail.
• Ability to manage multiple responsibilities and prioritize effectively.
• Hands-on experience with analytical and BI tools, such as SQL, for database querying and large dataset extraction.
• Advanced proficiency in Excel, including pivot tables, VLOOKUPs, and complex formulas for data analysis and reporting.

What Values You’ll Share

• Customer Obsessed - Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
• Aim High - Always challenging ourselves and others to raise the bar.
• No Ego - Maintaining a “no job too small” attitude, and an open, inclusive and humble style.
• One Team - Taking a highly collaborative approach to achieving success.
• Lift As We Climb - Investing in developing others and helping others around us succeed.
• Lean & Nimble - Working with agility and efficiency to experiment in an often ambiguous environment.

What We Offer

• A mission- and values-driven culture and a safe, inclusive environment where you can build, grow and thrive  
• A comprehensive total rewards package that supports your wellness and provides security for SimpliSafers and their families (For more information on our total rewards please click here)
• Free SimpliSafe system and professional monitoring for your home. 
• Employee Resource Groups (ERGs) that bring people together, give opportunities to network, mentor and develop, and advocate for change.

We wholeheartedly embrace and actively seek applications from all individuals, no matter how they identify. We are committed to cultivating a diverse and inclusive workplace, and we believe our work is enriched when we incorporate a multitude of perspectives, backgrounds, and experiences. We want everyone who works here to thrive and contribute to not only our mission of keeping every home secure, but also to making our workplace safe and supportive for others. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact careers@simplisafe.com.