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    Customer Service Analyst - Albany, United States - TravelPerk

    TravelPerk
    TravelPerk Albany, United States

    4 weeks ago

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    Description

    **Customer Service Analyst**

    Department:

    Finance Location:

    Barcelona We are TravelPerk: a fast-growing, well-funded startup that since our creation in early 2015. Backed by world-class investors from some of techs most disruptive companies, including Slack, Trello, Twitter, Farfetch, Deliveroo and Delivery Hero, our team is made up of A-players from across the travel industry.

    Over the past few years, weve been named by SaaS1000 and featured as one of the hottest startups to watch by both Forbes and Wired. Were revolutionizing the B2B corporate travel marketworth over $1.3 trillionby simplifying the process for everyone involved.

    Were continuously growing and adapting to the situation. Because were innovators we have been focused on turning lemons into lemonade, during the last year we have welcomed and acquired the likes of , and Albatross to the team. From , to and of course we are shaping the future of the industry. Our team continues to emerge stronger and stronger as we adjust to the new normaland thats where you come in

    If youre ready to take off with us, keep reading

    We are searching for a world class individual to join our Strategic Planning and Analysis team,

    to be a Business Partner to our Customer Care organisation. TravelPerk holds our 7-star

    customer service as a critical factor to the success of the company, and we need a business

    partner to support this department, connecting our financial strategy to best in class operating

    metrics.

    *This role can be based from* *Barcelona or London and requires you to be in the office once per week.*

    *If this sounds like you, let's talk*

    **Who we are:**

    We are a dynamic Strategic Planning and Analysis team that enjoy solving the business

    challenges that come with rapid scaling. Our goal is to grow Travelperk as fast as possible, but

    in an efficient way. Our role is to inform and own some of Travelperks most important business

    decisions by:

    Providing context and connection between functions, across time (quarter, year, multi-

    year), and among varying levels of data (high-level external metrics to detailed

    operational indicators)

    Linking that context directly to our corporate and business strategy

    Objectively assessing the impact of decisions on our business

    **What you will do:**

    Most importantly, bring your operational experience of best in class customer care and

    help drive better data driven decisions (strategic and operational); and ensure the

    desired impact is being measured and achieved

    Embed within the business and provide strategic and operational support to our

    Customer Care leadership team, with a focus on developing plans, forecasts and

    performance metrics that will ensure we maximise our efficiency

    Drive end-to-end financial planning and forecasting (monthly, quarterly, and annual).

    Use your extensive understanding of finance concepts and FP&A best practices,

    including headcount planning, driver-based modeling, budgeting, and forecasting

    Deeply understand market trends and use a data to establish best in class metrics

    to benchmark and drive performance throughout the customer care organisation

    Generate content and insight in support of monthly Executive staff meetings, Board

    presentations, OKRs, etc

    Provide analysis and reporting to bridge financial and operational results to ensure

    KPIs, risks and opportunities, and required actions are deeply understood

    Drive ad-hoc analyses, financial models, and business cases to innovate and influence

    investment decisions in customer care. With in-depth knowledge of how a customer

    care function operates, proactively look for ways to identify and deliver incremental

    value and minimise waste

    **What you need:**

    It is essential you come from a Customer Care background, or you have experience

    finance business partnering Customer Care teams

    High-performing track record in a top high growth technology/software company, where

    involvement in analysis and sophisticated financial models has been of fundamental

    importance

    You are poised communicator to all levels and with cross-functional business partners.

    You are willing to challenge the status quo, and not hesitant to voice your informed point

    of view across the Customer Care leadership team

    You are highly analytical and can easily transition between the big picture and deep

    diving into the detail

    You have a reputation for navigating networks of systems and people to find the

    information you need but you dont stop there - you tell the compelling story behind the

    data through relevant insights and conclusions.

    You understand GAAP and key accounting principles. Accounting qualification would be

    useful, but not a necessity

    Executing projects end-to-end comes naturally and you enjoy having a high level of

    autonomy

    Role can be based in Barcelona or London, with an element of business travel required

    for the role

    Strong academic record and a clear, structured thinker .

    Competitive compensation including equity in the company

    Generous vacation days so you can rest and recharge

    Health perks such as private healthcare or gym allowance depending on your location

    "Flexible compensation plan" to help you diversify and increase the net salary

    Flexibility to work from home most of the time with core hours

    Unforgettable TravelPerk events including travel to one of our hubs

    Udemy for business account to continue your development

    Mental health support tool for your wellbeing

    Exponential growth opportunities

    **Flexible Work Policy**

    You will need to be based in one of our hub countries, some positions are only open in specific locations

    We will require you to travel to the office hub in your country once or twice per week depending on your position

    In addition, every quarter you will be required to travel to an office hub location for up to 5 days to meet with your whole team

    We have flexible working hours to fit around your life

    Team members that want to go to the office more are welcome to

    For certain positions we can help with relocation from anywhere in the world, please let us know in your applications and we will asses weather this is possible. English is the official language at the office. Please submit your resume in English if you choose to apply.

    TravelPerk is a global company with a diverse customer baseand we want to make sure the people behind our product reflect that. Were an equal opportunity employer, which means youre welcome at TravelPerk regardless of how you look, where youre from, or anything else that makes you, well, you.

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