Data Analyst, Support Operations (Fintech)

TL;DR

Data Analyst, Support Operations (Fintech): Analyzing customer support operational data to identify bottlenecks and improve support processes with an accent on SLA, CSAT, and contact rate optimization. Focus on building scalable dashboards, investigating root causes of support spikes, and translating analytical insights into practical process recommendations.

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

Company

hirify.global in Telegram is a digital asset solution providing Crypto and TON hirify.globals natively embedded into the Telegram interface for millions of users.

What you will do

• Own and develop the customer support metrics framework, including SLA, FRT, ART, AHT, CSAT, and contact rates.
• Build, maintain, and optimize automated reporting and dashboards for leadership and cross-functional stakeholders.
• Investigate root causes behind spikes in support contacts, SLA degradation, CSAT drops, and backlog growth.
• Identify bottlenecks in ticket and chat workflows, including routing, prioritization, and automation gaps.
• Analyze support contact drivers by connecting them with product issues, user journeys, and KYC/payment flows.
• Translate analytical findings into practical recommendations for process automation, self-service, and product fixes.

Requirements

• 3+ years of experience as a Data, Operations, or Product Analyst.
• Experience in high-volume operational domains such as fintech, marketplace, risk, or compliance.
• Strong SQL skills, including complex queries, joins, window functions, and data validation.
• Hands-on experience with BI tools like Tableau, Power BI, Looker, DataLens, or Superset.
• Ability to work with messy operational data and ambiguous business questions.
• Strong analytical thinking and the ability to communicate insights clearly to non-technical stakeholders.

Nice to have

• Basic understanding of product analytics.
• Experience with Python.

Culture & Benefits

• Remote work setup with access to international hubs.
• Compensation for medical expenses and provision of necessary equipment.
• Access to advanced AI models via mira.tg.
• 20 days of paid vacation, 11 days off, and 14 days of paid sick leave annually.
• Access to internal conferences, English courses, and corporate events.
• Non-bureaucratic management focusing on results and regular performance reviews.