Senior Data Analyst

We are looking for a Senior Data Analyst who will be responsible for operational effectiveness and core metrics of the Customer Operations department.

Tech Stack:

• Orchestration: Proficiency in Apache Airflow (or similar) for workflow management and automation.

• Databases & SQL: Knowledge of ClickHouse (or similar) for high-performance data storage and analytics.

• Dashboarding: Familiarity with Apache Superset (or similar) for creating interactive data dashboards and visualizations.

• Python: Proficiency in Python for data analysis and scripting.

• DBT (Optional): Experience with DBT (Data Build Tool) is a plus.

Responsibilities:

• Strategic Collaboration: Work closely with the Chief Customer Officer and Head of Customer Success to gain a deep understanding of how these teams influence revenue generation and overall business success.

• Churn and Customer Happiness: Monitor and analyze customer churn rates and satisfaction metrics. Identify trends, factors, and opportunities to enhance customer retention and happiness.

• Upselling Support: Provide data-driven recommendations to support upselling efforts to existing customers. Identify cross-selling opportunities and strategies to maximize revenue from existing accounts.

• Operational Effectiveness: Measure and continuously monitor the operational effectiveness of the Customer Operations and Customer Success teams. Identify areas for improvement and optimization.

• Data Ownership: Take ownership of data management and data pipelines, ensuring the reliability and availability of data for analysis and reporting purposes.

• Data Quality Assurance: Be responsible for maintaining data quality standards, implementing data validation processes, and addressing data quality issues promptly.

Qualifications:

• Data Analysis Expertise: 4+ years experience of working in a data-related position with a strong background in data analysis and interpretation.

• Business Acumen: Understanding of business operations, revenue drivers, and the ability to translate data insights into actionable strategies.

• Communication Skills: Effective communication and presentation skills to convey complex data findings clearly to non-technical stakeholders.

• Customer Focus: A deep appreciation for customer-centric approaches and strategies.

• Problem-Solving: Strong analytical and problem-solving skills with a track record of driving positive outcomes through data analysis.

What We Offer:

• Remote-first, trust-based culture. Work from the place that works best for you. No mandatory office days, no attendance trackers. In some locations, we provide offices or coworking spaces, but the choice is yours.

• True flexibility. We do not fix you to a 9-to-5 schedule. You can adjust your working hours when needed, as long as your day stays productive and in sync with the team.

• Extra time off. Your birthday is a holiday here. Add to that 10 personal days each year, seven sick days without paperwork, and extra time to enjoy Christmas and New Year. Time to rest is part of the deal.

• Work that matters. Our mission is to build a digital world that is secure, accessible and inclusive for everyone. From fighting fraud to making online services easier and safer to use, your work will have a real impact on how people experience trust online.

• Compensation. We offer fair and transparent pay, benchmarked to the market.

• Truly global. We work across continents and time zones, with teammates and customers from all over the world. You will run campaigns that cross borders, cultures, and languages, and see your ideas land worldwide.

• Growth built in. Clear goals, open feedback and personal development plans. We support your progress with learning opportunities and by covering role-specific events, from design conferences to marketing forums.

• Team offsites. Sometimes just Slack is not enough. That is why we meet in person a few times a year. Trips are fully covered, so you can meet, collaborate, and recharge together.

• Getting you set up. We make sure you have access to the tools and hardware you need to do your work well.

• Friendly by design. Our logo is a dog for a reason. We keep things human, open and kind. We welcome individuality, quirks and different perspectives, because that is what makes our work smarter and more fun.