Data Analyst (Customer Support)

Wallet in Telegram is a digital asset solution natively embedded into Telegram’s interface. Backed by The Open Platform, Wallet in Telegram gained 100M+ user accounts in 2024, and aims to make its solution available to all 1BN+ of Telegram’s users. Wallet in Telegram offers a dual-wallet experience with Crypto Wallet (a multi-chain wallet for trading and sending crypto to contacts) and TON Wallet (a self-custodial wallet with access to the TON ecosystem of dApps and tokens).

The Data Analyst is responsible for developing and maintaining the metrics system, building dashboards, and conducting analytical research aimed at improving customer service quality and the operational efficiency of the support team.

The role involves close collaboration with the Head of Support, team leads, and product and technical teams. The primary goal is to transform support performance data into clear insights that help drive decision-making: optimizing processes, reducing workload, and improving SLA and CSAT.

Key challenges:

• working with large volumes of operational data (tickets, chats);

• balancing ad-hoc requests with the development of systematic reporting;

• ensuring a single source of truth for metrics;

• interpreting data in the context of business goals.

Responsibilities:

• Support and development of the support team’s metrics system (SLA, FRT, ART, AHT, CSAT, backlog, etc.).

• Development, maintenance, and optimization of dashboards (BI systems).

• Monitoring data quality and ensuring the accuracy of metric calculations.

• Conducting regular and ad-hoc analyses of support operations.

• Analyzing the causes of increased ticket volume and declines in SLA or CSAT.

• Identifying bottlenecks in ticket processing workflows.

• Formulating hypotheses and participating in the implementation of process improvements.

• Setting up automated reporting.

• Collaborating with the data engineering team on data marts and data sources.

Requirements:

• 3+ years of experience as a Data Analyst.

• Strong SQL skills (complex queries, aggregates, window functions).

• Experience with BI tools (Tableau, Power BI, Looker, DataLens, or similar).

• Understanding of key customer support metrics.

• Experience conducting independent analyses and drawing actionable conclusions.

• Strong data visualization skills and ability to present insights clearly.

• Ability to work with unstructured requests and prioritize tasks effectively.

• Basic understanding of product analytics is a plus.

• Experience working with Python is a plus.

• Personal qualities: systems thinking, attention to detail, and a proactive approach to identifying insights.

Why it is a fantastic opportunity:

• Our business is growing at an exponential scale.

• Non-bureaucratic management that focuses on results.

• Regular performance reviews to assess your progress.

• Remote setup with access to our hubs in Dubai, Yerevan, London and Belgrade.

• Compensation for medical expenses.

• Provision of necessary equipment.

• 20 working days of paid vacation annually.

• 11 days off per year.

• 14 days of paid sick leave to support your health and recovery when needed.

• Access to internal conferences, English courses and corporate events.