Customer Experience Strategy & Operations Senior Analyst

New York, New York /
BizOps /
Full Time

About Us: 

Torch is a rapidly growing start-up (5x last year) that has raised over $30 million from top VCs including Bessemer Venture Partners, Felicis and FJ Labs. Torch’s mission is to improve the lives of healthcare providers by simplifying supply ordering, providing transparent pricing, and modernizing the outdated ordering process. Torch is targeting the $100+ billion office-based healthcare supply industry, starting with dental practices. Our innovative e-commerce software platform streamlines healthcare professionals’ procurement process and helps them secure the best prices. 

Our founding team has experience from Blackstone, SmartAsset, Dropbox, and Datadog, from schools including Harvard, MIT, and UVA. We’re a close‑knit team that enjoys working together every day to solve real‑world problems. We are working to create better solutions to help healthcare professionals succeed, and are looking for people like you to help bring them to life!

What you’ll do:

We are looking for an energetic and motivated Senior Customer Experience Analyst to help us manage day-to-day customer experience operations for our dental practices. While you don't see it as a patient, dental practices are busier than ever. Torch helps them streamline their supplies and associated paperwork so they can have more time and deliver better patient care. As we grow Torch, one of our priorities is making sure our customers see us as an essential part of their office operations. Our CX Analysts will be the ones most connected to helping us achieve this! 

The Customer Experience team will serve as the voice of the customer while working closely with cross-functional partners to ensure we’re exceeding the expectations of dental practices. As a Senior CX analyst, you’ll be crucial to understanding customer needs in depth and identifying areas of improvement allowing us to give our users the best possible “Torch Experience”!

What we are looking for:

-Exceptional communication skills with experience presenting ideas and complex information in a clear and concise manner
-Ability to empathize with users and quickly resolve issues with some level of ambiguity
-Data-driven problem solver who is comfortable manipulating data in Excel/Google Sheets and SQL
-Positive, proactive attitude and ability to efficiently manage multiple priorities in a fast-paced environment
-Scrappy and detail-oriented problem solver who will stop at nothing to get things done
-Interest in technology and software
-Minimum of 1+ years of work experience required, previous experience in customer experience or client-facing role is a plus
-Experience with ticketing or CX Tools (Zendesk, Intercom, Podium, etc.) is a plus

Why Torch: 

-Collaborative, supportive, and high performing culture
-Health Benefits: medical and dental coverage with Aetna, One Medical
-401k benefits with Slavic
-Unlimited and flexible paid time-off
-Maternity and Paternity leave
-Commuter benefits
-Structured training program to help you learn critical business skills
-Competitive salary and career planning with a focus on professional development Fully stocked pantry and fridge
-An employee-driven culture with happy hours, team events, and other initiatives to celebrate our many successes

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.