The Role
Lead operational analytics for Customer Support by building and owning performance metrics, conducting WFM and process analyses, designing dashboards, evaluating automation impact, and partnering with Ops, Product, Engineering, and BI to drive measurable improvements in quality, speed, and cost efficiency.
Summary Generated by Built In
This role is focused on operational analytics for Customer Support. The analyst will drive visibility into support performance, workforce efficiency, and process bottlenecks, ensuring that operational decisions are grounded in data.
The position requires deep involvement in support metrics, WFM analysis, and process optimization, with a strong focus on measurable improvements in quality, speed, and cost efficiency.
Key Responsibilities
- Own and develop the analytical framework for Customer Support operations, including first-line performance monitoring
- Build and maintain support performance metrics (SLA, AHT, FCR, backlog, productivity, cost-to-serve, etc.)
- Conduct Workforce Management (WFM) analysis, including workload distribution, capacity planning insights, and efficiency evaluation
- Perform process analytics to identify bottlenecks in request handling, routing, escalation, and resolution flows
- Evaluate the impact of operational and process changes using structured analysis and experimentation where applicable
- Analyze automation coverage and its impact on quality, speed, and operational cost
- Design dashboards and reporting frameworks for Support Operations and leadership
- Conduct post-launch impact analysis and operational investigations
- Collaborate closely with Support Operations, Product, Trust & Safety, Engineering, and BI teams as a senior analytical partner
Skills, Knowledge & Expertise
- 3+ years of experience in Product Analytics, Operational Analytics, or Support Analytics
- Proven experience in Workforce Management (WFM) analysis and operational workload assessment
- Strong background in process analytics and performance optimization
- Hands-on experience with support performance metrics and first-line monitoring
- Advanced SQL skills with experience working on large-scale datasets
- Practical Python experience for data analysis and metric computation
- Strong understanding of visualization principles and experience with BI tools (Tableau, Looker, Redash, etc.)
- Ability to independently structure ambiguous operational problems and translate them into analytical frameworks
- Strong stakeholder communication skills
- Nice to have: Experience working in internal Customer Support or Support Operations
- Nice to have: Understanding of CPC accreditation (ICMI) and how support metrics are calculated and audited
- Nice to have: Experience analyzing automation in support environments (self-help, routing logic, moderation flows)
- English: Professional Working Proficiency
Why join us
- Help us challenge injustice by creating fair choices for millions of people across 1100+ cities in 48 countries
- Develop your professional skills with access to mentoring, career consulting, and learning programs
- Collaborate with teams around the world and gain international experience through our Global Talent Exchange Program
- Engage in company-wide challenges, awards, sports activities, employee-led social impact and volunteering projects
- Work alongside people who take initiative, speak openly, and challenge themselves to grow
- Improve your language skills through co-financed courses and internal speaking clubs
- Salary from 70 700 EUR gross
Final benefits may vary depending on the location
About
inDrive is a global tech company on a mission to challenge injustice. We started in 2012 in the coldest city on Earth, when a group of friends created a way for people to agree on fair ride prices. That idea grew into one of the world’s top ride-hailing apps, now with 360M installs across 48 countries.Today, we offer more than rides: from freight and delivery to intercity travel and financial services, all designed to put people first. Our goal is to positively impact 1 billion lives by 2030. Through inVision, our non-profit arm, we support education, entrepreneurship, and equality in underserved communities.Ready to ignite your inner drive?
Skills Required
- 3+ years of experience in Product Analytics, Operational Analytics, or Support Analytics
- Proven experience in Workforce Management (WFM) analysis and operational workload assessment
- Strong background in process analytics and performance optimization
- Hands-on experience with support performance metrics and first-line monitoring
- Advanced SQL skills with experience working on large-scale datasets
- Practical Python experience for data analysis and metric computation
- Strong understanding of visualization principles and experience with BI tools (Tableau, Looker, Redash, etc.)
- Ability to independently structure ambiguous operational problems and translate them into analytical frameworks
- Strong stakeholder communication skills
- Experience working in internal Customer Support or Support Operations
- Understanding of CPC accreditation (ICMI) and how support metrics are calculated and audited
- Experience analyzing automation in support environments (self-help, routing logic, moderation flows)
- English: Professional Working Proficiency
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The Company
What We Do
inDrive is a global IT and transportation platform inDrive is one of the world’s fastest growing online ride-hailing services. Its services are available in over 749 cities in 46 countries throughout the world. The Company’s app has been downloaded over 150 million times. inDrive offers other services, including intercity transportation, freight and cargo services, as well as delivery services in different markets of operations. inDrive is based in Mountain View, California, and operates regional hubs in the Americas, Asia, the Middle East, Africa and the countries of the CIS, and employs over 2,000 people. In early 2021, inDrive achieved unicorn status after closing a $140m investment round with Insight Partners, General Catalyst, and Bond Capital, which valued the company at $1.23 billion.
