Senior Data Analyst — Customer Support

Key Responsibilities

• Own and develop the analytical framework for Customer Support operations, including first-line performance monitoring
• Build and maintain support performance metrics (SLA, AHT, FCR, backlog, productivity, cost-to-serve, etc.)
• Conduct Workforce Management (WFM) analysis, including workload distribution, capacity planning insights, and efficiency evaluation
• Perform process analytics to identify bottlenecks in request handling, routing, escalation, and resolution flows
• Evaluate the impact of operational and process changes using structured analysis and experimentation where applicable
• Analyze automation coverage and its impact on quality, speed, and operational cost
• Design dashboards and reporting frameworks for Support Operations and leadership
• Conduct post-launch impact analysis and operational investigations
• Collaborate closely with Support Operations, Product, Trust & Safety, Engineering, and BI teams as a senior analytical partner

Skills, Knowledge & Expertise

• 3+ years of experience in Product Analytics, Operational Analytics, or Support Analytics
• Proven experience in Workforce Management (WFM) analysis and operational workload assessment
• Strong background in process analytics and performance optimization
• Hands-on experience with support performance metrics and first-line monitoring
• Advanced SQL skills with experience working on large-scale datasets
• Practical Python experience for data analysis and metric computation
• Strong understanding of visualization principles and experience with BI tools (Tableau, Looker, Redash, etc.)
• Ability to independently structure ambiguous operational problems and translate them into analytical frameworks
• Strong stakeholder communication skills
• Nice to have: Experience working in internal Customer Support or Support Operations 
• Nice to have: Understanding of CPC accreditation (ICMI) and how support metrics are calculated and audited
• Nice to have: Experience analyzing automation in support environments (self-help, routing logic, moderation flows)
• English: Professional Working Proficiency

Why join us

• Help us challenge injustice by creating fair choices for millions of people across 1100+ cities in 48 countries
• Develop your professional skills with access to mentoring, career consulting, and learning programs
• Collaborate with teams around the world and gain international experience through our Global Talent Exchange Program
• Engage in company-wide challenges, awards, sports activities, employee-led social impact and volunteering projects
• Work alongside people who take initiative, speak openly, and challenge themselves to grow
• Improve your language skills through co-financed courses and internal speaking clubs
• Salary from 70 700 EUR gross