Data Analyst – Customer Service

This is a fully remote position, open to applicants in Kazakhstan.

📋 Description

• Develop comprehensive analytics for Customer Service (CS) processes related to customer inquiries.

• Take ownership of key process metrics including repeated contacts, costs, total handling time, escalation rates, backlog, aging, Service Level Agreement (SLA), and duration at each stage.

• Create dashboards, datasets, and reports that enable CS leadership, team leads, Product, and Operations to pinpoint process breakdowns.

• Convert business challenges into analytical and technical specifications to enhance logging, CRM architecture, and process design.

• Be willing to go beyond your defined role when necessary — we prioritize ownership over strict job descriptions.

⛳️ Requirements

• 2–3+ years of practical experience in data analytics.

• Highly organized, dependable, and capable of independently managing multiple priorities.

• Proficient in SQL and possess strong analytical skills.

• Skilled in documenting metric logic, assumptions, data sources, and limitations.

• Excellent English communication abilities for collaboration with both business and technical stakeholders.

• Bachelor’s degree in Computer Science, Engineering, Mathematics, Statistics, Data Science, Economics, or a related discipline.

• Experience in operational, Customer Service (CS), CRM, or process analytics data.

• Familiarity with Python or pandas for ad hoc analysis, validation, and data preparation.

• Background in statistical analysis is advantageous, but not the primary focus of this position.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career advancement.

• Flexible work hours and remote work options.

• Comprehensive health insurance and wellness programs.

• Collaborative and inclusive company culture.