Senior Data Analyst (Customer Support)

TL;DR

Senior Data Analyst (Customer Support): Developing operational analytics frameworks for Customer Support to drive visibility into performance and workforce efficiency with an accent on WFM analysis and process optimization. Focus on identifying bottlenecks in request handling, evaluating automation impact, and designing reporting frameworks for leadership.

Location: Hybrid in Limassol, Cyprus

Company

A global tech company providing fair ride-hailing, freight, delivery, and financial services across 48 countries.

What you will do

• Own and develop the analytical framework for Customer Support operations and first-line performance monitoring.
• Build and maintain key support metrics including SLA, AHT, FCR, backlog, and cost-to-serve.
• Conduct Workforce Management (WFM) analysis, including workload distribution and capacity planning.
• Perform process analytics to identify and resolve bottlenecks in request handling and routing.
• Analyze automation coverage and its impact on quality, speed, and operational costs.
• Design dashboards and reporting frameworks for Support Operations and leadership.

Requirements

• 3+ years of experience in Product, Operational, or Support Analytics.
• Proven experience in Workforce Management (WFM) analysis and operational workload assessment.
• Advanced SQL skills for large-scale datasets and practical Python experience for data analysis.
• Experience with BI tools such as Tableau, Looker, or Redash.
• English: Professional Working Proficiency required.
• Location: Must be based in Limassol, Cyprus (Hybrid).

Nice to have

• Experience working in internal Customer Support or Support Operations.
• Understanding of CPC accreditation (ICMI) and support metric auditing.
• Experience analyzing automation in support environments (self-help, routing logic).

Culture & Benefits

• Access to mentoring, career consulting, and professional learning programs.
• International experience through the Global Talent Exchange Program.
• Co-financed language courses and internal speaking clubs.
• Engagement in company-wide challenges, sports activities, and volunteering projects.
• Culture of initiative, open communication, and continuous growth.