Data Analyst - Customer Experience

About Solace

Healthcare in the U.S. is fundamentally broken. The system is so complex that 88% of U.S. adults do not have the health literacy necessary to navigate it without help. Solace cuts through the red tape of healthcare by pairing patients with expert advocates and giving them the tools to make better decisions—and get better outcomes. We're a Series C startup, founded in 2022 and backed by Inspired Capital, Craft Ventures, Torch Capital, Menlo Ventures, Signalfire, and IVP. Our U.S. based team is lean, mission-driven, and growing quickly. Solace isn't a place to coast. We're here to redefine healthcare—and that demands urgency, precision, and heart. If you're looking to stretch yourself, sharpen your edge, and do the best work of your life alongside a team that cares deeply, you're in the right place. We’re intense, and we like it that way. Read more in our Bloomberg funding announcement here.

About The Role

We're hiring a Data Analyst to sit on the Customer Experience Operations team. This is a hands-on, builder role — not a BI analyst who schedules reports, but someone who can own the full stack of CX analytics: writing the SQL, building the dashboards, answering the ad hoc questions, and helping the team understand what the data actually means. You'll be the embedded analyst for CX leadership, working directly with our VP of Customer Experience and Customer Operations team, and supporting our broader analytics function through partnership with the Data team. This role was created because we need dedicated analytical horsepower on the CX side — someone who can move fast, knows their way around a database, and can translate operational questions into clear, actionable reporting. This role reports to the Customer Operations Manager and works cross-functionally with the Data team.

What You'll Own

CX Reporting & Dashboards (Primary)

• Drive Operational Excellence: Proactively identify bottlenecks and inefficiencies in our processes. You will serve as the bridge between raw data and customer experience team strategy, transforming complex datasets into actionable insights and operational improvements that drive the business forward.
• Build Scalable Analytics: Design, build, implement, and maintain tracking systems and dashboards in HEX that automate manual reporting on operational metrics. You will ensure stakeholders have self-serve access to the metrics that matter most.
• Curate the Data Layer: Collaborate with engineering to maintain clean, reliable data models. You will help refine our SQL transformations to ensure our data infrastructure scales with our growth.
• Synthesize & Communicate: Translate technical findings into clear, concise recommendations for non-technical audiences. You will tell the story behind the data, helping leadership understand why trends are happening and what to do about them.
• Wrangle Complex Data: Perform detailed work with structured and semi-structured data (including nested JSON) to extract relevant signals from the noise.

WFM and System Admin Team Support (Secondary)

• Support the Workforce Management and System Admin team on analytics and capacity planning projects and dashboards as bandwidth allows — functioning as an extension of the data function from within CX
• Provide an analytical bridge between CX operations and the broader company data infrastructure

What We're Looking For

• 3+ Years of Experience in data analytics
• Advanced SQL & Snowflake: You should be comfortable writing complex queries, joining across multiple tables, and debugging data issues independently & you can extract and manipulate data from cloud data warehouses like Snowflake
• BI & Dashboarding: Experience building dashboards and reports in a BI or data visualization tool (HEX experience is a plus; Looker, Tableau, Metabase, or similar is fine)
• Data Wrangling Expertise: Comfort working with messy, real-world operational data — you know how to QA your own work and flag when something looks off
• Analytical Mindset: Ability to translate ambiguous business questions into a clear analytical approach, and then explain your findings to non-technical stakeholders
• Strong Communication: You'll be working closely with CX leadership and need to be able to present findings clearly
• Startup Background: Comfortable in a fast-moving startup environment where the reporting structure will evolve and you'll be expected to help define it

Bonus Points

• Experience in healthcare, health-tech, or patient services
• Familiarity with customer support tooling (Zendesk, Decagon, or similar platforms)
• Python or other scripting languages for data manipulation
• Experience supporting or working alongside a centralized Data/Analytics team in a cross-functional capacity
• Exposure to workforce management or contact center analytics
• Familiarity with dbt (data build tool) is a plus. We value analysts who can manage their own transformations and contribute to our core data models.

What Success Looks Like in the First 90 Days

• You're fully ramped on HEX, our data stack, and the key CX metrics we track
• You've delivered at least one meaningful dashboard built from scratch that CX leadership actively uses
• You've documented our data request SOP and put it to use with the CX team
• You've established a productive working relationship with CX Leadership and the Data team

Applicants must be based in the United States. Up for the Challenge? We look forward to meeting you. Fraudulent Recruitment Advisory: Solace Health will NEVER request bank details or offer employment without an interview. All legitimate communications come from official solace.health emails only or ashbyhq.com. Report suspicious activity to recruiting@solace.health or advocate@solace.health.

Key skills/competency

• Data Analysis
• SQL
• Snowflake
• BI Tools
• Dashboarding
• Data Wrangling
• Analytical Skills
• Communication
• Startup Environment
• Customer Experience Analytics