[Remote] Customer Support & Data Success Specialist

Note: The job is a remote job and is open to candidates in USA. Kestrel Insights is a company that transforms locations into measurable signals for actionable insights. They are seeking a Customer Support & Data Success Specialist to manage a team overseeing data quality, provide client support, and enhance data processes using modern AI tools.

Responsibilities

• Manage and oversee a team of independent contractors responsible for a part of the QA/QC of Kestrel's bulk foundational data set and incoming client requests
• Lead weekly team meetings, assign and prioritize work, monitor individual performance, provide coaching and feedback, and ensure consistent standards of data quality and accuracy
• Serve as the primary point of coordination between contractors and internal teams, providing regular reporting on team performance, workload, data quality metrics, and process improvements
• Bring a natural curiosity for data and a desire to understand the stories behind it
• Comfortably navigate large datasets, investigate anomalies, validate information, and identify opportunities to improve data quality
• Leverage modern AI tools such as ChatGPT, Claude, Replit, and other emerging technologies to explore data, automate repetitive tasks, answer questions, and improve decision-making
• Own day-to-day client support and request management, acting as the bridge between customers and the broader Kestrel team
• Triage incoming requests, troubleshoot issues, communicate progress, and ensure successful resolution
• Identify recurring themes, recommend process improvements, and help build a scalable client experience function as the company grows
• Develop expertise in Kestrel's products, data, and client workflows, with opportunities to take on increasingly client-facing responsibilities

Skills

• Exceptional organizational skills and the ability to manage multiple priorities in a fast-paced environment
• Strong attention to detail and a commitment to maintaining high standards of data quality and accuracy
• Demonstrated curiosity and confidence working with data, including the ability to explore unfamiliar datasets, investigate anomalies, and identify opportunities for improvement
• Experience coordinating projects, managing workflows, or overseeing distributed teams and contractors
• Excellent written and verbal communication skills
• Strong problem-solving abilities and a willingness to take ownership of issues through resolution
• Comfort working with modern AI tools such as ChatGPT, Claude, Replit, and other AI-assisted workflows to improve efficiency, research, reporting, and decision-making
• Experience working with business applications and productivity tools, including Microsoft 365, Google Workspace, Gmail, Google Drive, and spreadsheet-based workflows
• Familiarity with low-code or business automation platforms such as Microsoft Power Apps, Power Automate, Replit, or similar tools
• Ability to learn new software, systems, and processes quickly
• Self-motivated, resourceful, and comfortable operating in an evolving startup environment where responsibilities may expand over time
• Familiarity with SQL, databases, data reporting tools, or data management platforms
• Light exposure to GIS, mapping technologies, spatial databases, or location-based data

Company Overview