Data Analyst - Customer Support

About the role

Nysonian, which builds global lifestyle brands including NOBL Travel and FLO Pilates, is looking for a hands-on Data Analyst to support its Customer Support function. The analyst works with large, complex datasets to answer business questions, monitor support performance, spot operational issues and recommend improvements to customer experience and team efficiency.

Key responsibilities

• Turn business questions from Customer Support stakeholders into clear analytical requirements, metric definitions and reporting deliverables.
• Extract, combine, clean and analyse large datasets from support systems, databases, spreadsheets and other sources.
• Build and maintain dashboards using at least one visualisation tool such as Power BI, Tableau or Looker Studio.
• Monitor metrics such as ticket volume, backlog, first response time, resolution time, SLA compliance, reopen rate, CSAT and agent productivity.
• Analyse complaints, repeat contacts, returns, refunds, retention outcomes and chargeback reasons to find patterns and improvement opportunities.
• Assess human and AI support performance, and investigate discrepancies between reports and source systems.
• Automate recurring reports and data preparation, run data quality checks and present findings with recommendations.
• Maintain documentation of reporting logic, business definitions and assumptions, and handle customer and business data responsibly.

Required profile

• At least 2 years of recent, relevant experience in data analytics, business intelligence or operational reporting; internships and academic projects listed separately.
• Bachelor's degree in Data Science, Statistics, Mathematics, Computer Science, Economics, Business Analytics or a related field, with a minimum CGPA of 3.2 out of 4.0.
• Preferred: customer support, contact centre or ecommerce analytics experience, and familiarity with CRM or helpdesk platforms.

Required skills

• Strong practical SQL, including joins, aggregations, CTEs, window functions and date-based analysis.
• Hands-on experience with large datasets.
• Proficiency in at least one visualisation tool (Power BI, Tableau, Looker Studio).
• Working proficiency in Python, especially pandas, and strong Excel or Google Sheets skills.
• Preferred: PostgreSQL, MongoDB, APIs, JSON, cohort analysis, and experience improving slow queries.

What we offer

• Founder-led culture with speed, direct communication and clear accountability.
• Tools and management practices that help colleagues do their best work, with AI embedded in how the company works.
• Competitive pay and performance-based advancement, ownership of strategy and systems, and scope and compensation growth tied to performance.