CX Data Analyst, Healthcare - Flip

LOCATION: NYC (Onsite M-F)

Who The Flip Is Flip?

Flip is leading the next wave of innovation in customer support—AI-powered call automation. While it’s clear that automating support calls is inevitable and imminent, current market adoption remains under 1%. Flip is ahead of the curve, emerging as the category leader across eCommerce/Retail, Healthcare and Transportation.

Flip integrates with a client's tech stack to personalize every call and resolve issues quickly, creating a seamless, branded experience that enhances customer satisfaction and loyalty.Flip continuously evolves through millions of real customer conversations, delivering human-level understanding and handling with exceptional precision.

We are in-office, with spaces in NYC, LA, and the UK. If you enjoy being an owner-operator, solving and/or reverse hacking hurdles and hold a high level of integrity for product quality and service then this is the place for you. 

#FlippinLegend

What You’ll Do

Our Healthcare vertical is the latest addition to the Flip product suit. You will be supporting our Lead Product Managers, Engineers and Customer Success on various levels of analysis, dashboard builds, technical support - you name it! 

Client Performance (for Sales & Customer Success)

• Examine the first 48 hours of calls after each launch and review daily, weekly, and monthly datasets. Flag early wins, recurring issues, and emerging patterns

Reporting, Cross‑Team Sharing & CS Guidance

• Turn findings into clear charts and short summaries, circulate them promptly to Sales, Customer Success, and Product, and include practical guidance for CSMs—e.g., which scripts or routing settings to adjust and why. Tie every insight to client goals (fewer missed calls, more booked visits) and Flip’s revenue targets

Recommendations for Product

• List the key call‑flow gaps, usability issues, and unexpected trends with supporting data. Propose specific fixes or feature tweaks and estimate the projected gains

Experiment Tracking

• Suggest and run simple A/B tests—such as two script versions—and report the effect on containment, conversions, and revenue in plain language

Data Collection for Onboarding

• Gather each new client’s location details (address, hours, phone, services) and organize them to speed up implementation

Continuous Improvement

• Keep an eye out for new metrics or benchmarks that show how well our automation works and where to focus next

Who you are, As an Analyst

• Wrapping up a recent internship or degree and looking to kick start your career
• Relevant experience and/or eagerness to further your career in SaaS within CX
• Experience within Excel, BI tools mainly SQL, Python, MongoDB (plus)

Who You Are, As A Person

• Pays close attention to the details and welcomes new challenges
• Consistent track record of overachieving – hobby, school, athletics, etc 
• Go above and beyond consistently, desire to learn and eager to grow
• Eager and willing to support your teammates - just like they will with you!

More About Us

• We're international, spanning the US, UK, and Canada
• We are backed by ScOp Venture Capital, Bullpen Capital, and Forum Ventures, as well as founders & executives from Amazon Alexa, Ada, Attentive, and Simon
• Comprehensive healthcare and unlimited vacation, including a mandatory half week for everyone over July 4, and a full week off at the end of the year