Product Insights Analyst

TITLE: Product Insights Analyst (CX)

REPORTING TO: Product Lead

LOCATION: Marina del Rey, CA (Onsite Monday - Friday)

This role requires comfort with ambiguity, conflicting signals, and pushing back when the data challenges the prevailing narrative. You’ll be expected to ask hard questions, defend your conclusions, and help the team make real tradeoffs, even when the answers are uncomfortable or incomplete. If you prefer clean datasets, predefined questions, or staying within safe consensus, this role will be frustrating. If you enjoy owning the truth in complex systems and using data to influence what gets built (and what doesn’t), you’ll thrive here.

Who The Flip Is Flip?

Flip builds AI-powered call automation for customer support. While automation is clearly inevitable, adoption across the market remains low. Flip is ahead of that curve, operating at scale across eCommerce, Healthcare, and Transportation.

Flip integrates directly into a customer’s tech stack to personalize every call and resolve issues efficiently, creating high-quality, branded experiences. The product improves continuously through millions of real customer conversations, enabling increasingly accurate and human-level handling.

We are an in-office company with teams in NYC, LA, and the UK. We value ownership, product quality, and people who take pride in solving hard problems.

What You’ll Do

Own the understanding of how Flip performs in the real world by analyzing call and usage data across new and existing customers. This role exists to surface the truth in the data, what’s actually driving automation, where calls break down, and why outcomes vary, so Product and Customer Success can make better decisions. You will turn messy, ambiguous signals into clear recommendations that shape product priorities, improve call outcomes, and prevent small issues from becoming systemic problems.

Customer Usage Analytics

• Analyze customer call and usage data to understand automation rates, call outcomes, drop-offs, and friction points.
• Identify trends across customers over time to determine what’s working, what’s breaking, and where performance is changing.
• Turn ambiguous data into clear insights and concrete recommendations, proactively surfacing issues or opportunities before they scale.

Product Feedback Loop

• Partner closely with Product Managers to bring customer data directly into product decisions, roadmap priorities, and default behaviors.
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