Reply (reply.ai) is a startup on a mission to remove frustration and save people's time when interacting with a business.
We aim to make customer service faster and smarter. For that, we build Machine Learning models that provide the right answers to customer inquiries. When a customer sends a question over chat or through the business contact form, our product provides an accurate answer on the spot. In an increasing percentage of those interactions, we manage to fully resolve the inquiry. For the others, we get out of the way and connect with a support agent right away.
We work with customers including Glovo, The Cosmopolitan Of Las Vegas, and HiSmile, and are VC-backed. We are a team of 17, distributed in several locations: New York, Chicago, Madrid, San Sebastian, and others. We see each other in person through informal meetups and our annual off-sites.
How we work
We do weekly sprints.
The technical team meets on a daily standup and, once a week, the whole company gets together over video-conference.
We use the latest tools. Whatever is most efficient to get the job done: GitHub, Slack, Zoom, Codeship, Intercom, etc.
We are proactive. Initiatives are worth as much as code.
We do retrospectives periodically to keep improving our processes.
Who we are looking for
We’re looking for our first Performance Analyst. You would analyze tickets and conversations between users and our technology with two main objectives: building performance reports for customers, and collaborating with our Product, Machine Learning and Solutions teams to tweak our models to keep improving them.
These are the skills and knowledge we need you to have:
You are proactive. You are comfortable researching your way into a complex problem.
Your English level is very high. You write proficiently, and are comfortable in a call in English.
You are fluent with spreadsheets. You can do a quick vlookup or a pivot table when needed.
You are detail-oriented and are able to design efficient processes and follow them.
You communicate well. Both in-person and over remote channels. This role requires constant collaboration with our ML and Solutions teams.
This is a highly experimental job, really. Initially, it requires a good amount of manual, thorough inspection, and we hope that you will help us find more scalable ways to measure our performance to continuously improve.
What you will do
You will analyze how our users interact with our product (through tickets and conversations) to gain a deep understanding of what to measure. And then figure out how to measure it.
You will create high-level, weekly performance reports for our customers.
You will collaborate with our Product, Machine Learning and Solutions teams to tweak our models and help improving them.
You will bring new ideas that will help us improve our performance metrics.
Together with our Customer Success team, you will join some meetings with customers to learn first-hand what their needs, worries, and success criteria are.
Competitive salary, depending on your relevant experience, in the 22.000 - 30.000 Euro range.
Freedom to work from anywhere.
Unlimited vacation policy, with a minimum of 22 days per year.A competitive salary.
We know that switching jobs is an important decision, so we want to make sure it will work out. We will do our best to adapt our process so it's comfortable, including a paid test period if needed.
If you're interested, send us a quick email (in English) telling us what caught your attention about us at firstname.lastname@example.org.