Senior Data Analyst (CX)

About the role

As a Senior Data Analyst focused on Customer Experience (CX), you will turn large‑scale support data into actionable insights that improve how we serve our customers. Working remotely, you will partner with CX, product, and operations teams to measure performance, spot trends, and drive data‑based decisions across support workflows.

Key responsibilities

• Analyze agent performance, support interactions and QA data using optimized SQL in BigQuery and ClickHouse.
• Build and maintain dashboards in Tableau, Metabase (or Looker) to visualize trends and KPIs.
• Collaborate with QA to uncover root causes of agent behavior and customer issues.
• Leverage LLM tools and prompt engineering for summarization, insight generation, and integration into internal tooling.
• Automate data pipelines and reporting workflows with Airflow and Python, improving efficiency and reliability.
• Translate business inefficiencies into measurable metrics and suggest tooling improvements.
• Act as an analytical partner to Operations, Support Management, QA, Training, and Data Engineering.

Required profile

• 3+ years of data analysis experience in a fast‑paced, data‑heavy environment.
• Upper‑intermediate or higher English proficiency (spoken and written).
• Strong analytical mindset with the ability to turn business questions into testable hypotheses.

Required skills

• Advanced SQL (BigQuery, ClickHouse).
• Python for data analysis, automation and integration.
• Data visualization tools (Tableau, Metabase, Looker).
• Airflow and DAG orchestration knowledge.
• Experience with LLM APIs, prompt engineering and output evaluation.

What we offer

• International, inclusive team culture.
• Remote work flexibility.
• Opportunities to work with cutting‑edge AI and automation tools.