Data Analyst (Customer Service)

• Location: Manila, Philippines

• Remote work is possible from +4 GMT and to +10 GMT

We are looking for a Data Analyst to join our Customer Service analytics team and take ownership of load and queue management in operations. This role sits at the intersection of analytics and operations: from staffing planning and queue analysis to implementing data-driven processes that help smooth demand peaks and improve customer response times. You will work closely with Product, Operations, and an existing Data Analyst to build solutions from scratch in a fast-growing support environment.

Responsibilities :

• Build and maintain forecasting models for chat volumes, AHT, and required staffing.

• Develop and optimize agent timetables to reduce idle time and minimize queue wait times.

• Translate operational constraints (shifts, breaks, skills, concurrency, 24/7 coverage) into quantitative scheduling logic.

• Digitalize and automate the current timetable design into a machine-readable and scalable format.

• Support implementation of new staffing strategies (Assist teams, part-time agents, overtime mechanisms).

• Build queue-management analytics and monitor real-time and historical performance.

• Develop alerting and diagnostic tools to detect spikes in volume and evaluate incidents.

• Conduct postmortems on workload deviations and recommend corrective actions.

• Provide ad-hoc customer service analytics when needed (daily/weekly operational insights).

What we expect from candidate ✅:

• Strong analytical skills with experience in data modeling, forecasting, and operational metrics.

• Solid proficiency in SQL and Python

• Good understanding of customer service operations (chats, AHT, SLA, concurrency).

• Experience with workforce planning, staff scheduling, or queue analysis is a major advantage.

• Ability to structure complex problems and design scalable analytical solutions.

• Strong communication skills and ability to collaborate with Operations, Workforce, and Product teams in English.

• Attention to detail, reliability, and readiness to handle both strategic and day-to-day analytics tasks.

Why would it be cool to work with us?

What we create

• Modern banking services for millions of Filipinos

• Cutting-edge solutions based on the best world practices and AI implementation

• Licensed neobank aiming to be a unicorn and leading fintech in the fast-growing region of Southeast Asia

• A business capable of raising over $200MM from the ADQ (the sovereign wealth fund of Abu Dhabi), World Bank Group and other investors despite the challenging market

• An environment that allows you to launch new products in 3-4 months

• A basis for expanding into new markets all over the world

What we offer

• Passionate international team spanning the globe

• Rapid professional growth. Merit (and merit only) rules the day

• Reward for performance and long-term success of Salmon

• Fast track to grow internationally

• New office in Manila, Philippines

• Relocation support for eligible candidates

• Remote (from +4 GMT and to +10 GMT) and hybrid options (in Manila).

• Medical insurance, health and wellness benefits

• Program of events and activities both online and in person