Senior Data Analyst

We are looking for a Senior Data Analyst to join our Customer Service team and drive data-driven decision-making to enhance customer experience and operational efficiency. In this role, you will analyze large datasets, uncover insights, and build actionable reports and dashboards to improve service quality, reduce response times, and optimize support workflows. If you’re passionate about transforming raw data into strategic solutions, we’d love to hear from you!

Requirements:

• Analyze customer service data (ticket volumes, resolution times, satisfaction scores, etc.) to identify trends, inefficiencies, and improvement opportunities
• Develop and maintain SQL queries, Python scripts, and automated dashboards (Power BI) to monitor KPIs and support decision-making
• Collaborate with cross-functional teams (Operations, Product) to design and implement data-backed solutions
• Build predictive models (e.g., ticket classification, sentiment analysis) using Python libraries like Scikit-learn or TensorFlow (nice-to-have)
• Present findings and recommendations to stakeholders through clear visualizations and compelling storytelling
• Lead projects to optimize customer service processes, reduce costs, and enhance rider/driver satisfaction
• Bachelor’s/Master’s in Computer Science, Information Systems, Engineering, Statistics, MBA, or related fields.
• Proven experience in data analysis.
• Proficiency in data analysis tools such as SQL, Excel, and data visualization tools (e.g,
• Power BI).
• Machine learning (Scikit-learn, TensorFlow) is a plus
• Strong analytical skills with the ability to interpret complex datasets and derive meaningful insights.
• Knowledge of statistical analysis techniques and experience with statistical software (e.g., R, Python) is essential.
• Excellent problem-solving skills and attention to detail.
• Strong communication skills
• At Least 2 years of related work experience
• Strong team player