Senior Data Analyst – Customer Support

About the role

This position focuses on operational analytics for Customer Support, turning data into actionable insights that improve performance, workforce efficiency, and process flow. You will partner with cross‑functional teams to ensure decisions are data‑driven and measurable.

Key responsibilities

• Own and evolve the analytical framework for Support operations, including real‑time performance monitoring.
• Build and maintain core support metrics such as SLA, AHT, FCR, backlog, productivity and cost‑to‑serve.
• Conduct Workforce Management analysis for workload distribution, capacity planning and efficiency evaluation.
• Identify bottlenecks in request handling, routing, escalation and resolution through process analytics.
• Evaluate the impact of operational changes using structured analysis and experimentation.
• Analyze automation coverage and its effect on quality, speed and cost.
• Design dashboards and reporting suites for Support leadership.
• Perform post‑launch impact assessments and operational investigations.
• Collaborate with Support Operations, Product, Trust & Safety, Engineering and BI teams as a senior analytical partner.

Required profile

• 3+ years of experience in product, operational or support analytics.
• Proven expertise in Workforce Management analysis and workload assessment.
• Strong background in process analytics and performance optimisation.
• Professional working proficiency in English.

Required skills

• Advanced SQL for large‑scale data sets.
• Python for data analysis and metric computation.
• Experience with BI visualization tools (Tableau, Looker, Redash, etc.).

What we offer

• Opportunity to help create fair choices for millions across 48 countries.
• Access to mentoring, career consulting and learning programs.
• Global Talent Exchange for international experience.
• Company‑wide challenges, awards, sports, social impact and volunteering projects.