Data Analyst – Customer Support

• Translate business questions from Customer Support stakeholders into clear analytical requirements, metric definitions, and reporting deliverables.
• Extract, combine, clean, and analyze large datasets from support systems, databases, spreadsheets, and other business sources.
• Build and maintain dashboards using at least one visualization tool, such as Power BI, Tableau, or Looker Studio.
• Monitor support metrics, including ticket volume, backlog, first response time, resolution time, SLA compliance, reopen rate, CSAT, and agent productivity.
• Analyze customer complaints, repeat contacts, returns, refunds, retention outcomes, and chargeback reasons to identify patterns and improvement opportunities.
• Assess human and AI support performance, considering case complexity, channel, and workload when comparing results.
• Investigate discrepancies between reports and source systems, document root causes, and coordinate corrections with relevant teams.
• Automate recurring reports and data preparation tasks to reduce manual effort and improve reporting consistency.
• Perform data quality checks for missing records, duplicates, inconsistent identifiers, date issues, and incorrect calculations. Present findings clearly to technical and non-technical stakeholders, with practical recommendations.
• Maintain documentation of reporting logic, business definitions, assumptions, and known limitations.
• Handle customer and business information responsibly and follow company data access policies.

• Minimum 2 years of recent, relevant professional experience in data analytics, business intelligence, or operational reporting. Internships and academic projects should be listed separately.
• Bachelor’s degree in Data Science, Statistics, Mathematics, Computer Science, Economics, Business Analytics or a related analytical discipline.
• Minimum CGPA of 3.2 out of 4.0, or an equivalent result, in the most recently completed degree.
• Strong practical SQL skills, including joins, aggregations, CTEs, window functions, and date-based analysis.
• Hands-on experience working with large datasets, including querying, cleaning, combining, and validating data efficiently.
• Practical proficiency in at least one visualization tool: Power BI, Tableau, Looker Studio, or an equivalent platform.
• Working proficiency in Python, particularly pandas, for data preparation, analysis, and reporting automation.
• Strong Excel or Google Sheets skills, including pivot tables, lookup formulas, data validation, and reconciliation. 
• Ability to select appropriate analytical methods, calculate rates and averages correctly, and distinguish meaningful changes from misleading comparisons.
• Strong problem-solving skills and the ability to investigate an issue beyond the dashboard or headline number.
• Ability to manage multiple requests, reprioritize quickly, communicate delivery timelines, and maintain accuracy under tight deadlines.
• Ability to work independently with incomplete requirements while clarifying important assumptions.
• Clear written and verbal communication skills.

• Customer Support, customer experience, contact center, or ecommerce analytics.
• Analysis of ticket-level, customer-level, order-level, or interaction-level data.
• Familiarity with CRM or helpdesk platforms and support workflows.
• Exposure to PostgreSQL, MongoDB, APIs, or JSON data.
• Experience with cohort analysis, customer retention, refunds, returns, or chargebacks.
• Experience improving slow queries or processing datasets that are too large for standard 
  spreadsheets.
  

Culture

• We're founder-led and operate with speed, direct communication, and clear accountability
• We invest in tools and management practices that help colleagues do their best work
• Our products are used by customers globally
• AI is intentionally embedded in how we work, create, and scale
• Senior leaders are expected to create structure, make decisions, and stay close to execution

Growth & Development

• Competitive pay and meaningful opportunities for performance-based advancement
• Ownership of strategy, systems, execution, and team buildout within your function
• Opportunity to build and scale a meaningful part of the business across two consumer brands
• Scope and compensation growth tied to performance, role expansion, and measurable business impact

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, sex, religion, gender, marital status, national origin, genetics, disability, age, veteran status or other characteristics.