Senior Data Analyst — Customer Support
inDrive
IT, Data Science, Customer Service
Poland
Posted on Mar 27, 2026
This role is focused on operational analytics for Customer Support. The analyst will drive visibility into support performance, workforce efficiency, and process bottlenecks, ensuring that operational decisions are grounded in data.
The position requires deep involvement in support metrics, WFM analysis, and process optimization, with a strong focus on measurable improvements in quality, speed, and cost efficiency.
- Department
- Analytics Department
- Employment Type
- Full Time
- Location
- Kazakhstan
- Address
- Almaty, Almaty Special District
- Workplace type
- Hybrid
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)
- English: Professional Working Proficiency
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
About inDrive
inDrive is a global tech company on a mission to challenge injustice. We started in 2012 in the coldest city on Earth, when a group of friends created a way for people to agree on fair ride prices. That idea grew into one of the world’s top ride-hailing apps, now with 360M installs across 48 countries.
Today, we offer more than rides: from freight and delivery to intercity travel and financial services, all designed to put people first. Our goal is to positively impact 1 billion lives by 2030. Through inVision, our non-profit arm, we support education, entrepreneurship, and equality in underserved communities.
Ready to ignite your inner drive?
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