Key Responsibilities

• Own and develop the analytical framework for Customer Support operations, including first-line performance monitoring
• Build and maintain support performance metrics (SLA, AHT, FCR, backlog, productivity, cost-to-serve, etc.)
• Conduct Workforce Management (WFM) analysis, including workload distribution, capacity planning insights, and efficiency evaluation
• Perform process analytics to identify bottlenecks in request handling, routing, escalation, and resolution flows
• Evaluate the impact of operational and process changes using structured analysis and experimentation where applicable
• Analyze automation coverage and its impact on quality, speed, and operational cost
• Design dashboards and reporting frameworks for Support Operations and leadership
• Conduct post-launch impact analysis and operational investigations
• Collaborate closely with Support Operations, Product, Trust & Safety, Engineering, and BI teams as a senior analytical partner

Skills, Knowledge & Expertise

• 3+ years of experience in Product Analytics, Operational Analytics, or Support Analytics
• Proven experience in Workforce Management (WFM) analysis and operational workload assessment
• Strong background in process analytics and performance optimization
• Hands-on experience with support performance metrics and first-line monitoring
• Advanced SQL skills with experience working on large-scale datasets
• Practical Python experience for data analysis and metric computation
• Strong understanding of visualization principles and experience with BI tools (Tableau, Looker, Redash, etc.)
• Ability to independently structure ambiguous operational problems and translate them into analytical frameworks
• Strong stakeholder communication skills
• Nice to have: Experience working in internal Customer Support or Support Operations
• Nice to have: Understanding of CPC accreditation (ICMI) and how support metrics are calculated and audited
• Nice to have: Experience analyzing automation in support environments (self-help, routing logic, moderation flows)

Conditions

• Stable salary, official employment
• Health insurance
• Hybrid work mode and flexible schedule
• Access to professional counseling services, including psychological, financial, and legal support
• Discount club membership
• Diverse internal training programs
• Partially or fully paid additional training courses
• All necessary work equipment