Data Analyst (Customer Support)

TL;DR

Data Analyst (Customer Support): Developing and maintaining metrics system, building dashboards, and conducting analytical research to improve customer service quality and support team operational efficiency with an accent on key metrics like SLA, FRT, CSAT, and backlog management. Focus on analyzing large volumes of operational data, identifying bottlenecks, and formulating hypotheses for process improvements.

Location: Remote with access to hubs in Dubai, Yerevan, London, and Belgrade.

Company

hirify.global in Telegram is a digital asset solution natively embedded into Telegram’s interface, offering Crypto hirify.global and TON hirify.global, backed by The Open Platform with 100M+ users aiming for 1BN+.

What you will do

• Support and develop the support team’s metrics system (SLA, FRT, ART, AHT, CSAT, backlog).
• Build, maintain, and optimize dashboards in BI systems.
• Monitor data quality and ensure accuracy of metric calculations.
• Conduct regular and ad-hoc analyses of support operations.
• Analyze causes of ticket volume increases and SLA/CSAT declines.
• Identify bottlenecks in ticket processing workflows and participate in process improvements.
• Set up automated reporting and collaborate with data engineering on data sources.

Requirements

• 3+ years of experience as a Data Analyst.
• Hands-on experience with key customer support metrics.
• Strong SQL skills (complex queries, aggregates, window functions).
• Experience with BI tools (Tableau, Power BI, Looker, DataLens, or similar).
• Experience conducting independent analyses and drawing actionable conclusions.
• Strong data visualization skills and ability to present insights clearly.
• Ability to work with unstructured requests and prioritize tasks effectively.

Culture & Benefits

• Non-bureaucratic management focused on results.
• Regular performance reviews.
• Compensation for medical expenses.
• Provision of necessary equipment.
• 20 working days of paid vacation annually.
• 11 days off per year and 14 days of paid sick leave.
• Access to internal conferences, English courses, and corporate events.