Operations Analyst, CS Operations (Customer Support)

TL;DR

Operations Analyst (CS Operations): Monitoring and analyzing Community Support operational performance with an accent on data-driven decision making and process optimization. Focus on identifying bottlenecks, optimizing SLAs, and collaborating with stakeholders to improve member support efficiency.

Location: Hybrid (Vilnius or Kaunas, Lithuania)

Salary: €2,158 - €2,925 gross per month

Company

Europe’s leading second-hand fashion marketplace connecting millions of members across 20+ markets.

What you will do

• Monitor and generate detailed reports to identify operational performance, bottlenecks, and improvement opportunities.
• Analyze historical ticket data using SQL, Looker, and Excel/Google Sheets.
• Support Community Support teams with volume, SLA, and product improvement investigations.
• Collaborate with internal stakeholders to provide data for decision-making and process optimization.
• Contribute to cross-functional projects related to the Member Support area.

Requirements

• Proficiency in SQL, Looker, and Excel/Google Sheets for data manipulation and analysis.
• Demonstrated experience in numerical analysis and deriving insights from data.
• Strong critical thinking and independent problem-solving skills.
• English language proficiency, both written and spoken.
• Ability to work collaboratively in a fast-paced environment.

Nice to have

• Experience in Member Support Operations or related customer support roles.

Culture & Benefits

• Hybrid work model with 2 days in office recommended.
• Share options programme and annual individual learning budget.
• Home office support including IT equipment and a furniture budget up to €540.
• Private health insurance and digital mental health support (EAP).
• Workation possibility: up to 90 days per year (21 days outside the EU).
• 25 working days of holiday and personal monthly hirify.global shopping budget.