Senior Data Analyst (Customer Support)

TL;DR

Senior Data Analyst (Customer Support): Building and optimizing analytical frameworks for support operations with an accent on workforce management (WFM) and operational efficiency metrics. Focus on identifying process bottlenecks, driving support performance visibility, and delivering data-driven insights to optimize cost and service quality.

Location: Almaty, Kazakhstan (Hybrid)

Company

hirify.global is a global mobility and urban services platform dedicated to challenging injustice through fair pricing, operating in over 48 countries with a focus on human-centric technology.

What you will do

• Develop and maintain analytical frameworks for customer support performance monitoring.
• Build and track core KPIs including SLA, AHT, FCR, and cost-to-serve metrics.
• Conduct deep-dive Workforce Management (WFM) analysis to optimize capacity and workload distribution.
• Identify operational bottlenecks in request handling and escalation flows.
• Design and maintain dashboards for Support Operations leadership using BI tools.
• Collaborate with Product, Engineering, and BI teams to evaluate automation and process changes.

Requirements

• 3+ years of experience in product, operational, or support analytics.
• Proven background in Workforce Management (WFM) analysis.
• Advanced proficiency in SQL for handling large-scale datasets.
• Practical experience with Python for data analysis.
• Strong expertise in BI tools like Tableau, Looker, or Redash.
• Professional working proficiency in English is required.

Nice to have

• Experience in internal Customer Support or Support Operations environments.
• Understanding of ICMI/CPC accreditation and metrics auditing.
• Experience analyzing support automation, routing logic, or self-help flows.

Culture & Benefits

• Official employment with a stable salary and health insurance package.
• Hybrid work mode with a flexible schedule.
• Access to professional counseling including psychological, financial, and legal support.
• Discount club membership and diverse internal training programs.
• Support for professional development with partially or fully paid training courses.