Voice of Customer Insight Analyst

Team Overview

The USDS JV Trust & Safety Customer Support team is dedicated to providing best-in-class support, maintaining platform safety, and driving operational excellence.

Our Customer Support Standards organization serves as the centralized support and intelligence hub for the entire T&S operations. Within this org, the Voice of Customer (VoC) Insight team acts as the critical radar for user sentiment and operational health. We translate millions of user safety complaints, support interactions, and operational signals into actionable insights—uncovering platform vulnerabilities, policy gaps, and product friction points to drive proactive platform optimizations.

Position Summary

We are seeking an analytical, curious, and business-savvy VoC Insight Analyst to join our centralized Standards team. In this role, you will be responsible for aggregating, tracking, and analyzing US user safety complaints and customer support data to uncover systemic platform issues and emerging safety risks.

You will play a pivotal role in bridging the gap between frontline user friction and back-end business solutions. Through advanced ticket clustering, trend detection, and deep-dive root cause analysis, you will directly influence Product, Policy, and Operations roadmaps—ensuring user feedback is rapidly translated into impactful platform and process improvements.

Key Responsibilities

Data Aggregation & Real-time Clustering Analysis

• Signal Monitoring & Clustering: Aggregate and analyze multi-channel user safety complaints, ticket trends, and agent feedback to detect emerging anomalies, localized incidents, and trending user friction points in real time.
• Deep-Dive Root Cause Analysis: Perform qualitative and quantitative deep-dives on complex customer support tickets to identify underlying product bugs, policy ambiguity, or process failures.
• User Sentiment Mapping: Categorize and taxonomy-tag user safety complaints to construct a structured, holistic view of user sentiment and trust issues across the US market.

Cross-Functional Influence & Problem Resolution

• Closed-Loop Feedback Mechanism: Build and maintain agile feedback loops with key upstream and downstream stakeholders, including Policy, Product, Engineering, Operations, and Workflow/SOP teams.
• Issue Escalation & Tracking: Translate complex user feedback data into compelling operational business cases; drive cross-functional alignment and accountability to fix identified vulnerabilities and track resolution timelines.
• Standards Synergy: Partner closely with internal Workflow/SOP and Training/QA teams to convert VoC insights into updated frontline operational guidelines, training material, or agent tools.

Intelligence Reporting & Strategic Insights

• Executive Dashboards & Reporting: Design and maintain regular VoC intelligence dashboards and reports (weekly/monthly/ad-hoc) highlighting top user safety pain points, platform vulnerabilities, and operational impact.
• Proactive Optimization: Go beyond reactive issue-fixing by synthesizing long-term data trends to recommend proactive platform enhancements, policy revisions, and self-service support features.

Minimum Qualifications

• Experience: 3+ years of experience in Data/Business Analytics, Customer Insights, VoC Program Management, Customer Experience Analytics, or Operational Intelligence.
• Analytical Skills: Strong hands-on data manipulation and visualization skills; proven ability to aggregate structured and unstructured qualitative/quantitative support data.
• Root-Cause Problem Solving: Demonstrated track record of performing deep-dive RCA and converting messy user complaint data into structured, actionable business recommendations.
• Cross-Functional Leadership: Strong stakeholder management and communication skills; ability to advocate for the user and influence Product, Policy, and Ops teams without direct authority.
• Agility & Curiosity: High curiosity to explore unstructured data, with a strong sense of urgency in detecting and escalating high-priority platform safety risks.

Preferred Qualifications

• Prior experience in Trust & Safety, Content Moderation, Risk Management, or High-Tech Customer Support environments.
• Experience with text analytics, NLP/Clustering techniques, or automated VoC sentiment analysis tools.
• Familiarity with ticket taxonomy optimization and customer feedback program architecture.