Senior Customer Experience Data Analyst

About DoorLoop

DoorLoop is property management software built for speed and the smart choice for people who take growth seriously. With offices in Miami, New York City, and Tel Aviv, we're a global company helping property owners and managers move faster, scale smarter, and get real support, real fast.

We're proudly People First. That's why we're a Certified Great Place to Work, recognized by Forbes as one of America's Best Startup Employers in both 2024 and 2025, and earn top ratings on Glassdoor.

Mission

DoorLoop is looking for a Senior Customer Experience Data Analyst to join the Data & Analytics team. This role will act as the dedicated analytics partner for Customer Experience, delivering insights, dashboards, models, and measurements that improve both customer operations and product experience. A core part of the role is translating recurring customer issues and trends into insights for the Product team, ensuring customer feedback influences roadmap priorities. As part of the central Data team, you will own the analytics for customer experience end-to-end and collaborate closely with CX leadership, Product Managers, and other analysts.

Responsibilities:

• Act as the main analytics partner for the Customer Experience team, delivering clear and actionable insights.

• Analyze customer experience performance, issues, and satisfaction metrics to identify trends and opportunities for improvement.

• Build and maintain dashboards and reports that track key CX KPIs and performance metrics.

• Build and maintain analytical models that forecast support demand, identify trends, and predict customer outcomes.

• Partner with CX leaders to frame key operational questions and provide data-driven answers.

• Connect customer insights back to Product teams, highlighting recurring issues and influencing roadmap priorities.

• Measure the impact of CX initiatives and product-related improvements, defining success metrics and delivering post-initiative analyses.

• Establish standards, documentation, and review cycles to ensure consistent and accurate reporting across CX.

• Respond to ad hoc requests from CX and Product stakeholders, balancing speed with accuracy.

• Collaborate with the broader Data & Analytics team to share methods, improve data foundations, and maintain quality standards.

Requirements:

• 4+ years of experience in analytics or a related role within a SaaS or tech company, with strong familiarity with customer experience or customer support strategy and metrics (e.g., CSAT, retention, time to resolution).

• Strong SQL skills and experience working with large datasets in cloud data warehouses (e.g. Snowflake, BigQuery, Redshift).

• Experience building and maintaining dashboards in BI tools such as Tableau, Looker, or similar.

• Proven experience building and deploying predictive models to support business or customer-facing decisions.

• Proven ability to translate CX data into clear, actionable insights for CX and Product stakeholders.

• Demonstrated ownership of analytics processes, from framing the right questions to delivering business impact.

• Curiosity, attention to detail, and a proactive approach to identifying problems and opportunities.

• Ability to thrive in a fast-paced environment and work cross-functionally with CX, Product, and Data teams.

• Strong written and verbal communication skills, with the ability to influence stakeholders across levels.

• Structured problem-solving skills, balancing data accuracy with practical business needs.

Nice to Have:

• Experience with customer support tools (e.g., Zendesk, Intercom, Freshdesk) and integration with analytics.

• Experience working closely with both CX and Product teams in a high-growth SaaS environment.

• Familiarity with customer feedback analysis, churn prediction, or text analytics.

Benefits:

• Unlimited paid time off:take unlimited personal, sick, and vacation days.

• 401(k):plan for retirement with 4% matching and instant vesting.

• Medical, dental, and vision insurance:we offer medical coverage for employees through United Healthcare and dental and vision coverage through Guardian, with 25% coverage for dependents across all plans.

• Life insurance:$100,000 policy fully covered by DoorLoop.

• Disability insurance:short- and long-term disability insurance fully covered by DoorLoop.

• Paid parental leave:paid maternity and paternity leave for birth and adoption.

• Monthly stipend:a dedicated budget for work-related expenses.

• Best-in-class equipment:Get a company laptop and all the top-tier tools to set you up for success.

Compensation Range:

The salary range for this position is $100,000- $130,000 annually. This range represents the base pay the company is prepared to offer for this role in Miami, FL, in line with market data and internal compensation practices. Where a candidate falls within this range will depend on their experience and qualifications.