Customer Service Data Analyst

Location: Remote from Kazakhstan or Kyrgyzstan. Core collaboration hours are 12:00 to 19:00 Manila time (UTC+8). Relocation support to Manila is available, including visas, paperwork, flights, and accommodation.

Company

hirify.global is a technology-driven fintech company building banking and lending products across Southeast Asia, starting in the Philippines.

What you will do

• Build end-to-end analytics for customer service processes and customer request journeys.
• Own metrics covering repeated contacts, handling time, escalations, backlog, aging, SLA, cost, and stage duration.
• Create dashboards, datasets, reports, monitoring, and alerts for customer service operations.
• Analyze workload and support staffing requirements through operational and historical reporting.
• Partner with Customer Service leadership, Product, Operations, and team leads to identify friction in support experiences.
• Translate business problems into requirements for logging, CRM structures, and scalable process design.

Requirements

• 2–3+ years of hands-on data analytics experience.
• Strong SQL and analytical thinking.
• Ability to document metric logic, assumptions, data sources, and limitations.
• Ability to manage multiple priorities independently.
• Strong English is required for collaboration with business and technical stakeholders.
• Availability for core collaboration hours from 12:00 to 19:00 Manila time (UTC+8).

Culture & Benefits

• Ownership from day one, high standards, and direct communication.
• Stock option plan with four-year vesting and a 25% cliff after the first year.
• Fully remote work is available for eligible roles; company-provided tools and equipment.
• Medical insurance support, mental health support, 22 vacation days, and 15 sick days.
• Learning opportunities through expert meetups, conferences, speaking opportunities, and publications.
• Team trips to Manila, regular offsites, sports activities, and team events.