Senior Data Analyst

Role & responsibilities : Pull and structure data every morning from our support and operations systems (Freshdesk, Metabase,Redshift/BigQuery) before the team's day starts.
• Track performance across the Revival, Escalation, and Feedback pods resolution rate, breach rate, ADHD (average time to resolution), and percentile-level SLA performance (P50P90).
• Spot the pattern before it becomes a problem — a category spiking, a subcategory quietly breaching SLA, a pod trending the wrong way week on week.
• Turn raw tickets into a clear diagnosis: what's breaking, why, and whether the fix belongs in operations,training, or product.
• Build and maintain week-on-week and month-on-month trend reporting that the CX leadership team actually uses to make calls.
• Partner directly with the Senior Manager to translate data into action — this role sits next to decision-making, not downstream of it.

Preferred candidate profile : 4–6 years of experience as a data analyst or business analyst inside an operations or business function — not a purely academic or agency analytics background.
• Genuinely strong with numbers: comfortable in SQL, able to structure messy real-world data without being handed a clean schema.
• Can work with ambiguity — you Will often need to figure out the right question to ask, not just answer one you are given.
• Thinks in root causes, not just metrics. You should be able to look at a breach rate and reason your way to whether it's an ops issue, a training gap, or a product problem.
• Comfortable presenting a point of view backed by data — this role is expected to influence decisions, not just document them.

• Prior exposure to support/ticketing data (Freshdesk or similar), SQL-based warehouses (Redshift/BigQuery), or BI tools (Metabase) is a strong plus.