About this role
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. 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