Data Analyst - Customer Service & Operations

We’ve been experiencing hyper-growth the past year, becoming Indonesia's 7th Unicorn Startup and the first Investment Fintech Unicorn in South East Asia 2.5 years after Ajaib first launched. With the global financial technology market expected to grow gradually, we aim to make stock trading accessible for millennials through our mobile-first approach. In 2022, we opened our new head office in the Indonesia Stock Exchange Building, and we’re just getting started!

We are looking for a Data Analyst to support the Customer Service team by managing data, conducting analysis, and delivering actionable insights to stakeholders. This role will play an important part in helping the team monitor performance, improve operational efficiency, improve customer experiences and support business decision-making through accurate reporting, dashboard development, and forecasting support. You will be at the forefront of transforming our data into meaningful insights that drive informed business decisions. You'll deeply analyze our datasets, uncover trends, and support various teams including product and marketing in making data-driven decisions.

Responsibilities

• Analyze customer service and operational data to identify trends, issues, and improvement opportunities
• Manage and validate data to ensure accuracy and reliability for reporting and analysis.
• Build and maintain dashboards, reports, and monitoring tools for Customer Service performance.
• Prepare daily, weekly, and monthly reports for stakeholders and management.
• Support Workforce Management with capacity data, volume tracking, and forecasting analysis.
• Conduct ad hoc analysis to support business reviews and decision-making.
• Collaborate with Customer Service, Operations, Product, WFM, and other teams to address business needs through data.
• Coordinate with other departments to gather required data for reporting and analysis.
• Generate actionable insights and recommendations to improve operational performance and customer experience.
• Monitor key CS metrics such as ticket volume, SLA, response time, resolution time, productivity, backlog, CSAT, and escalations.
• Identify opportunities to improve reporting processes, data visibility, and operational efficiency.

Requirements

• Minimum 2  years of experience in Data Analyst, Business Analyst, or similar analytical roles.
• Strong proficiency in SQL for data extraction, cleaning, and analysis.
• Advanced proficiency in Excel or Google Sheets.
• Experience with data visualization and dashboard tools such as Metabase,Tableau, Power BI, Looker, or similar platforms.
• Strong analytical and problem-solving skills with the ability to interpret complex data and generate meaningful insights.
• Experience supporting Customer Service, Operations, or other service-related teams is preferred.
• Good understanding of customer service KPIs and operational metrics.
• Ability to communicate analysis results clearly to both technical and non-technical stakeholders.
• Strong attention to detail and good data validation practices.
• Able to manage multiple tasks and reporting needs in a fast-paced environment.
• Strong collaboration skills and ability to work cross-functionally.

Benefits

Join us as we make magic happen to increase Indonesia’s financial inclusion!