Customer Support Specialist - US

Job Description

Job Description

Polar Analytics : The All-in-One Data Platform for Consumer Brands 🐻️‍❄️

Polar Analytics simplifies data so brands can make smarter, faster decisions without the complexity of traditional tools. Powerful yet user-friendly, it gives DTC brands the insights they need to scale profitably.

🚀 Our mission? To help indie DTC brands compete and grow—faster and more profitably.

What Makes Polar Analytics Unique? 💎

🔥 4,000+ Brands and Growing

We’ve scaled to 4,000+ active merchants (Jan 2025) and are on track for 10,000+ this year.

🤖 Disrupting a Stale Analytics Market

Polar is revolutionizing the Shopify analytics space with modern data infrastructure built for agentic orchestration—positioning us at the forefront of AI-driven commerce automation.

💰 Backed by World-Class Investors

We’ve raised $28.5M with Frst, Point9, and Chalfen Ventures, top-tier B2B SaaS investor known for spotting future unicorns early.

👥 A Team of eCommerce & Data Experts

Our team brings experience from leading eCommerce SaaS platforms & Silicon Valley data unicorns, united by a mission to build the next industry leader.

Customer Support @ Polar Analytics

Customer Support at Polar is where empathy meets expertise. Our team ensures thousands of DTC entrepreneurs get the data insights they need to grow their brands, while building scalable support systems that evolve with our rapid growth. You'll be the voice of our customers internally and the face of Polar externally, working alongside a passionate team dedicated to making eCommerce data accessible and actionable.

Why This Role?

• Empower entrepreneurs daily - Help thousands of DTC brands unlock growth through data, with solutions they rely on every single day to make critical business decisions
• Join our explosive growth story - Be part of one of the most exciting moments in our journey as we scale, backed by proven product-market fit and 100+ 5-star Shopify reviews
• Master the DTC ecosystem - Get insider access to the fastest-growing consumer brands (from $1M to $1B revenue) and become a knowledge expert in eCommerce, data analytics, and emerging industry trends
• Shape our support evolution - Lead the transformation from reactive support to proactive, scalable systems that anticipate customer needs and drive product improvements

What's the Scope?

This job is made for you if :

Our Hiring Process 📝

We believe in a structured, fair, and transparent hiring process. While the steps may vary by role, here’s what you can expect :

1.  Recruiter Screen (20 mins) :  A call to talk through your current / past experience and your motivations and tell you more about Polar Analytics.

2. Role Fit Interview (30 mins) : Here, you'll meet either the Hiring Manager or a team member of a similar level to discuss your ways of working and understand your skillset and ability for the role.

3. Competency Deep Dive (1 hour) : This interview usually consists of a practical element (case study, Presentation, Technical Problem Solving etc) designed to give you a broader understanding of how we drive impact at Polar. This will be with the hiring manager and one other team member.

4. Culture Interview (30 mins) : A conversation with one of our Culture Champions. We assess your team fit based on our values (see below).

We value your time and effort in the application process, and we aim to provide feedback as quickly as possible.

Two non-negotiable values :

We want to be a 10x startup - starts with everyone having 10x impact

The superceding principle. Prioritize actions with the highest expected impact. If it does not move the needle, do not do it.

Customer obsession - exists only to help users.

We exist to create value for brands and users. Never ship or act in ways that harm them. Every initiative must clearly increase user value or remove friction to realizing value.

Some operating principles

The only way to win is to move fast

Try 100 things vs the competitor’s one attempt

Action precedes information

Every person and every system improves each week.

Growth is compounding.

Hold a weekly retro and a weekly forward plan.

Be ruthless on standards, never rude in delivery.

Disagree directly, commit fully once a decision is made.

We are here to win, not to be right, or to do what we wish

Do what it takes to win. “Not my scope” is not an excuse. Do what makes us win, not what we feel like doing.

Set goals you believe in, then hit them. If at risk, reforecast early with a plan to close gaps.

Behaviors we do not tolerate

Low or no impact.

Lack of desire to win.

Accepting passive failure.

Actions that harm users or sacrifice long‑term user value.

Politics and “winning the argument” over winning the market.