Customer Support Specialist
$55k - $69k USD
Who We Are
For over 20 years, SPINS has been a leader in recognizing the transformative power of data in retail. We offer our clients cutting-edge tools to attract attention from a fast-growing segment within the Health & Wellness industry, the values-based consumer. Nearly half of shoppers prioritize products that emphasize wellness, social responsibility, and sustainable practices. SPINS retail consumer insights, analytics, and consulting services give our clients a competitive advantage to increase their share of this growing market. Our data is the most comprehensive and accurate in the industry, allowing clients to power AI models and machine learning algorithms that help them better understand and meet their customers' needs. At SPINS, behind all of our impressive data is our real differentiator, our people. We pride ourselves on our collaborative, flexible, and communicative culture that puts people at the center of everything we do.
Customer Support Specialist
We're building the next generation of customer support at SPINS. Our support team doesn't just answer questions—we solve complex problems, advocate for clients, and drive product innovation through frontline insights. As a Customer Support Specialist, you'll be a strategic partner to CPG brands navigating the natural products industry, combining deep product knowledge with analytical thinking and creative problem-solving. This role requires intellectual curiosity, technical aptitude, and the ability to operate independently in a fast-paced environment. Reports to the Manager of Customer Support.
What You'll Do
- 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
What You Bring
Required
- 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
Strongly Preferred
- Natural/specialty products industry or CPG syndicated data experience
- Experience with CRM/ticketing systems (Salesforce) or business intelligence tools
Desired Attributes
- Intellectual curiosity and ownership mindset
- Bias toward action—move quickly, test hypotheses, iterate
- Collaborative spirit with customer-centric focus
Why This Role Matters
You'll help shape the future of support at SPINS as we evolve with AI, automation, and self-service tools. The cases reaching you will be complex and interesting, requiring human expertise. You'll have visibility across our product suite, exposure to leadership, and opportunity to influence product direction. This is a thinking job that requires creativity, judgment, and the ability to connect dots across technical systems, business needs, and industry dynamics.
Salary Range: $55,000 - $69,000
What SPINS Offers
We have enjoyed tremendous growth over the years and, as a leader in a fast-growing industry, we have no plans to slow down! While all that growth brings excitement, it is also an opportunity for SPINS to show it values the health and wellness of its team members.
- We embrace hybrid work options so that you have the flexibility to create a work/life balance that actually works!
- Each employee is allotted paid time to use to volunteer with an organization of their choice and charitable donations are matched.
- Semi-annual company-wide employee survey that is used to shape company programs, perks, and culture.
The SPINS Way
- Direct – We communicate with clarity, honesty and respect in all situations and embrace opportunities to provide solution-oriented feedback.
- Determined – We are committed to overcoming all obstacles to achieve results. We adapt to change, seek opportunities to learn and rapidly translate that learning into action.
- Passionate – We go above and beyond to help our partners achieve their goals. We challenge assumptions and are comfortable forging new paths.
- Collaborative – We leave our egos at the door, believing that working together we will produce an outcome that’s greater than each individual contribution.
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