Customer Experience Business Analyst

Privacy Notice

Customer Experience Business Analyst

Oakland, California / Customer Experience / Full-time Were thrilled to announce our recent $202 million Series D funding round! Our mission is to promote justice by illuminating truth.

We believe that justice is served by truth, and our platform helps users discover it. Cloud-native and AI-powered, Everlaw is revolutionizing the way law firms, government agencies, and corporate legal departments handle mountains of digital data for internal investigations, ediscovery, and case preparation.

Were growing rapidly and were looking for passionate people to join us on the next phase of this incredible journey!

Everlaw is looking for a highly motivated Customer Experience Business Analyst who is looking to expand their career in the data analysis industry while making a big impact on a rapidly growing team and business.

We are seeking an individual who can effectively communicate complex data concepts to a broad audience and who takes a process driven approach to problem solving.

As a Customer Experience Business Analyst, you will play a pivotal role in surfacing and interpreting key business insights which will enable the Customer Experience teams to provide the best experience to our customers.

You will report to the Manager of Customer Experience Operations.

Everlaw's Customer Experience team leads all aspects of the post-sale client experience, including onboarding, technical support, data migrations, user education, and ongoing account management.

We are a diverse group that thrives on collaborating with every team across Everlaw to deliver an amazing experience to our customers.

This is a full-time, non exempt, on-site position located in Oakland, California.

• We want you to feel like part of the team early on! Our onboarding process will integrate you into the company with informative sessions on our product, policies, processes, and team structure and goals.
• Were excited for you to learn, grow, and contribute right away! We trust that youll bring experience and knowledge that will uplift and uplevel the team, but we dont expect you to know everything on Day 1.

In your role, youll

• Get acquainted with our processes, tools, and data through onboarding sessions with your teammates.
• Apply your fresh perspective to improve and refine our data analysis approach.
• Familiarize yourself with the customer experience organization and learn how we measure performance across the different subteams.
• Use your expertise to influence and guide customer success business strategy.
• Collaborate with team members and leadership to ensure uniform data analysis practices.
• Build business processes and systems which will allow us to scale alongside our growing business.
• You tackle problems with an analytical framework. You use a data driven approach and you regularly test your assumptions to ensure an unbiased approach.
• You have experience handling multiple projects simultaneously and you can prioritize tasks based on business needs.
• You are a deep listening and inquisitive by nature. You make sure you completely understand complex situations that arise during decision making.
• You thrive in a collaborative environment. You understand the importance of teamwork and strong communication.
• You can communicate complex technical information to a broad range of audiences.
• Familiarity with SQL and data visualization software (e.g. Tableau, Looker, etc.) a plus

Benefits

• Competitive salary
• Substantial equity
• Retirement plan with company matching
• Health, dental, and vision
• Flexible Spending Accounts for health and dependent care expenses
• Paid parental leave and sick leave
• Seventeen paid vacation days plus 11 federal holidays
• Membership to to help employees prioritize mental health and wellness
• Annual allocation for Learning & Development opportunities and applicable professional membership dues
• Company-sponsored life and disability insurance

Pursue Truth While Finding Yours At Everlaw, we are deeply invested in pursuing the truth, for our clients and for our employees.

We know that when youre empowered to pursue your passions, it is reflected in the work. Thats why were committed to the professional growth of all our team members, offering an annual learning and development stipend and regular career check-ins with managers.

If youre looking for a place that values passion, integrity, and a desire to learn, wed love to hear from you! We help law firms, government agencies, and corporations sift through millions of documents of evidence in big lawsuits and investigations to find the proverbial smoking gun (or needle in the haystack pick your metaphor).

It's a multi-billion dollar space typically dominated by service-oriented vendors, and we're coming at it with cutting-edge technology and elegant design.

It's working, and we've been growing very rapidly : we host hundreds of terabytes of data and work with all 50 state Attorneys General and hundreds of law firms on some of the most high-profile cases litigated today.

Everlaw is an equal opportunity employer. We pride ourselves on having a diverse workforce and we do not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity / expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.

We respect the gender, gender identity and gender expression of our applicants and employees, and we honor requests for pronouns.

It is our policy to comply with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity, including the .

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

As of December 8, 2021, Everlaw will require all of its employees to be fully vaccinated for COVID-19, unless a medical or religious exemption applies.

If you are hired, we will require you to prove that you have received the COVID-19 vaccine, unless you have received a medical or religious exemption.