Data Analyst (Live Chat Channel Analytics)

Location: Remote

Minimum Experience Level: 3 to 5 years

We are seeking a Data Analyst for the Live Chat channel to generate actionable insights from customer interactions and operational data.

This role combines hands-on data analysis, technical implementation, and business insight generation.

You will work with large-scale data in Databricks (SQL / Python), build Tableau dashboards, and translate data into recommendations that influence product and channel decisions.

Embedded in a cross-functional product team and analytics squad, you will help understand customer behavior, identify improvement opportunities, and support data-driven decisions across the channel. The role sits at the intersection of analytics, customer experience, and digital product development.

We are looking for a candidate who is both technically strong and business-oriented, able to work directly with data while linking insights to channel strategy and commercial outcomes.

Tasks

Requirements:

• 3–5 years of experience in Data Analytics, preferably in digital or customer-facing environments
• Strong hands-on expertise in SQL, Python, Databricks
• Proven experience building dashboards in Tableau
• Ability to work with large, complex datasets across multiple sources
• Strong analytical thinking with the ability to translate data into actionable insights
• Solid understanding of product analytics and customer journeys
• Strong communication skills across technical and non-technical stakeholders
• Hands-on, proactive mindset with ownership of end-to-end analytical tasks

Preferred

Requirements

Key Responsibilities:

• Analyze live chat performance using SQL and/or Python (Databricks) across structured metrics and conversational datasets
• Identify trends, customer pain points, and behavioral patterns, and translate them into actionable insights
• Write advanced queries and data transformations to process large-scale, multi-source datasets
• Perform data preparation, exploratory analysis, and reporting automation
• Design, build, and maintain Tableau dashboards to track live chat KPIs and enable self-serve insights
• Integrate conversational, operational, and customer data to create a holistic view of channel performance
• Ensure data quality, consistency, and alignment of KPIs across datasets and teams
• Communicate findings effectively to stakeholders, translating analysis into clear business narratives and recommendations
• Support OKR tracking by aligning metrics with product and business goals
• Collaborate closely with product teams, data engineers, and data scientists within the analytics squad to drive data-informed decisions and improvements