Data Analyst - Customer Support

📋 Description

• Monitor volumes, backlog, SLAs, and CSAT to flag spikes early.
• Identify driver reasons by product and spot growing issues.
• Deliver weekly support performance packs with actionable insights for ops managers.
• Measure AI, bot, and help content resolution, repeat contacts, and CSAT.
• Analyze QA and feedback to surface coaching themes and process gaps.
• Partner with Product, Payments, and Risk to quantify issue impact and track fixes.

🎯 Requirements

• 3+ years of experience as a Data Analyst in Customer Support, contact-centre or CX environments.
• Strong SQL and hands-on experience with BI and reporting tools (QuickSight, Power BI, Looker or
• Solid knowledge of customer support metrics and contact-driver analysis: CSAT, FCR, handling time
• Ability to turn insights into operational changes with non-technical stakeholders.
• Curiosity about why customers get in touch and what stops issues from recurring.
• Good written and spoken English.

🎁 Benefits

• Opportunity to join our Employee Stock Options program.
• Opportunity to help scale a unique product.
• Various bonus systems: performance-based, referral, additional paid leave, personal learning budget.
• Paid volunteering opportunities.
• Work location of your choice: office, remote, opportunity to work and travel.
• Personal and professional growth supported by well-defined feedback and promotion processes.