Data Analyst – Customer Support

Nysonian is a dynamic company focused on building the next generation of global lifestyle brands that redefine how people travel, move, and live. With a portfolio that includes NOBL Travel and FLO Pilates, we serve over one million customers worldwide, generating more than $350 million in revenue and employing over 400 teammates across eight countries. Our mission goes beyond creating great products; we aim to craft experiences that elevate everyday life and empower people globally. We operate with core values centered on a winners’ mindset, speed with purpose, thoughtful innovation, genuineness, and full ownership without ego.

We are seeking a hands-on Data Analyst to support our Customer Support team by delivering reliable reporting, dashboards, and actionable insights. The ideal candidate will work with large, complex datasets to answer business questions, monitor support performance, identify operational challenges, and recommend improvements to enhance customer experience and team efficiency. This role demands strong analytical judgment, meticulous attention to detail, and the ability to produce accurate work in a fast-paced environment with shifting priorities.

Key Responsibilities
- Translate business questions from Customer Support stakeholders into clear analytical requirements, metric definitions, and reporting deliverables.
- Extract, combine, clean, and analyze large datasets from support systems, databases, spreadsheets, and other sources.
- Build and maintain dashboards using visualization tools such as Power BI, Tableau, or Looker Studio.
- Monitor key support metrics including ticket volume, backlog, first response time, resolution time, SLA compliance, reopen rate, CSAT, and agent productivity.
- Analyze customer complaints, repeat contacts, returns, refunds, retention outcomes, and chargeback reasons to identify patterns and areas for improvement.
- Assess both human and AI support performance, considering case complexity, communication channels, and workload.
- Investigate discrepancies between reports and source systems, document root causes, and coordinate corrections with relevant teams.
- Automate recurring reports and data preparation tasks to reduce manual effort and improve consistency.
- Perform data quality checks for missing records, duplicates, inconsistent identifiers, date issues, and calculation errors, presenting findings clearly to both technical and non-technical stakeholders.
- Maintain thorough documentation of reporting logic, business definitions, assumptions, and known limitations.
- Handle customer and business information responsibly, adhering to company data access policies.

Required Qualifications
- Minimum of 2 years of recent, relevant experience in data analytics, business intelligence, or operational reporting (internships and academic projects should be listed separately).
- Bachelor’s degree in Data Science, Statistics, Mathematics, Computer Science, Economics, Business Analytics, or a related analytical field.
- Minimum CGPA of 3.2 out of 4.0 or equivalent in the most recently completed degree.
- Strong practical SQL skills, including joins, aggregations, CTEs, window functions, and date-based analysis.
- Hands-on experience working with large datasets, including querying, cleaning, combining, and validating data efficiently.
- Proficiency in at least one visualization tool such as Power BI, Tableau, or Looker Studio.
- Working knowledge of Python, particularly pandas, for data preparation, analysis, and automation.
- Advanced Excel or Google Sheets skills, including pivot tables, lookup formulas, data validation, and reconciliation.
- Ability to select appropriate analytical methods, calculate rates and averages accurately, and distinguish meaningful changes from misleading comparisons.
- Strong problem-solving skills with the ability to investigate issues beyond surface-level metrics.
- Ability to manage multiple requests, reprioritize quickly, communicate timelines effectively, and maintain accuracy under tight deadlines.
- Capacity to work independently with incomplete requirements while clarifying key assumptions.
- Clear written and verbal communication skills.

Preferred Qualifications and Benefits
Preferred experience includes working in Customer Support, customer experience, contact center, or e-commerce analytics, with familiarity in analyzing ticket-level, customer-level, order-level, or interaction-level data. Knowledge of CRM or helpdesk platforms and support workflows is advantageous. Exposure to PostgreSQL, MongoDB, APIs, or JSON data is a plus. Experience with cohort analysis, customer retention, refunds, returns, or chargebacks is desirable, as is expertise in optimizing slow queries or handling datasets too large for standard spreadsheets.

At Nysonian, you will thrive in a founder-led culture that values speed, direct communication, and accountability. We invest in tools and management practices that empower our teams to excel. Our products reach customers globally, and AI is embedded in how we work, create, and scale. Senior leaders focus on creating structure, making decisions, and staying close to execution.

We offer competitive pay and meaningful opportunities for performance-based advancement. You will have ownership of strategy, systems, execution, and team development within your function, with the chance to build and scale significant parts of the business across two consumer brands. Growth in scope and compensation is tied to performance, role expansion, and measurable business impact.

Nysonian is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, sex, religion, gender, marital status, national origin, genetics, disability, age, veteran status, or other protected characteristics.