Data Analytics Engineer - Customer Support

Our Customer Support operation is scaling and becoming more automated. As our first dedicated Customer Support Data Analytics Engineer, you’ll sit in Operations and work hand in hand with the Customer Support team, the Head of Operations, Product, Engineering, Payments and Risk. You’ll explain why customers contact us, measure what self-service and automation actually resolve, and help the team decide what to fix first based on evidence.

You’ll work with Databricks (SQL), Kustomer, QuickSight, Mixpanel, Jira and Slack, on top of an internal data layer with Claude integrated. Current focus: AI and automation in support, and building and optimising our support metric stack.

• Build and maintain dbt models on Databricks across bronze, silver and gold layers, with tests, column documentation and incremental logic, so the next person can build on them.
• Know what data we have, what is missing and how it connects. Join sources that were never designed to be joined, audit contact tagging so reporting stays reliable, and judge early whether a requested metric is buildable. If it isn’t, say exactly which data is missing and what it would take to get it.
• Turn vague requests from the Customer Support team into exact metric definitions, such as repeat contact, automated deflection rate and cost per contact, and prove each one against raw data before it ships.
• Build dashboards end to end in QuickSight and Omni (datasets, calculated fields, filters). Deliver weekly support performance packs with actionable insights and thresholds for ops managers and leadership.
• Monitor volumes, backlog, SLAs and CSAT to flag spikes early. Investigate “this number looks wrong” cases by tracing a visual back through the model to the source table.
• Identify why customers contact us by product, spot growing issues, and analyse QA and customer feedback to surface coaching themes and process gaps.
• Measure how well AI, bots and help content resolve issues, including repeat contacts and CSAT.
• Partner with Product, Payments and Risk to quantify the impact of issues and track fixes.
• Help forecast contact volume and capacity needs.

• 3+ years of experience as a Data Analytics Engineer in Customer Support, contact-centre or CX environments.
• Strong SQL, dbt and hands-on experience with BI and reporting tools (we use QuickSight; Power BI, Looker or similar is fine).
• Solid knowledge of customer support metrics and contact-driver analysis: CSAT, FCR, handling time, repeat contact, deflection.
• Ability to turn insights into operational changes with non-technical stakeholders.
• Curiosity about why customers get in touch and what would stop the issue from happening again. You care more about changing outcomes than producing dashboards.
• Good written and spoken English (proficiency preferred).

Nice to have

• Python or text analytics on ticket data.
• Experience with a support CRM’s data
• Forecasting experience.
• Experience evaluating chatbots or AI agents.
• Background in digital goods or gaming.

• Opportunity to join our Employee Stock Options program.
• Opportunity to help scale a unique product.
• Various bonus systems: performance-based, referral, additional paid leave, personal learning budget.
• Paid volunteering opportunities.
• Work location of your choice: office, remote, opportunity to work and travel.
• Personal and professional growth at an exponential rate supported by well-defined feedback and promotion processes.