Customer Support Data Analyst
Bolt
Date: 3 weeks ago
City: Johannesburg, Gauteng
Contract type: Full time
We are seeking a Data Analyst to optimize our customer support operations by transforming operational noise into strategic clarity.
About Us
With over 200 million customers in 50+ countries, Bolt is one of the fastest-growing tech companies in Europe and Africa. And it's all thanks to our people.
We believe in creating an inclusive environment where everyone is welcome, regardless of race, colour, religion, gender identity, sexual orientation, national origin, age, or disability.
Our ultimate goal is to make cities for people, not cars, and we need your help to achieve this mission!
About The Role
As a Customer Support Data Analyst, you will be responsible for the visibility, accuracy, and usability of core Customer Support data, enabling leaders across regions to make fast, informed decisions. From performance tracking to planning inputs, the analyst drives the heartbeat of data-backed execution.
You will work closely with Operations, WFM, and Experience teams to ensure that reporting is real-time, forecasts are grounded in logic, and insights lead to action. Your mission: make every CS decision smarter through data.
Main tasks and responsibilities:
Why you’ll love it here:
About Us
With over 200 million customers in 50+ countries, Bolt is one of the fastest-growing tech companies in Europe and Africa. And it's all thanks to our people.
We believe in creating an inclusive environment where everyone is welcome, regardless of race, colour, religion, gender identity, sexual orientation, national origin, age, or disability.
Our ultimate goal is to make cities for people, not cars, and we need your help to achieve this mission!
About The Role
As a Customer Support Data Analyst, you will be responsible for the visibility, accuracy, and usability of core Customer Support data, enabling leaders across regions to make fast, informed decisions. From performance tracking to planning inputs, the analyst drives the heartbeat of data-backed execution.
You will work closely with Operations, WFM, and Experience teams to ensure that reporting is real-time, forecasts are grounded in logic, and insights lead to action. Your mission: make every CS decision smarter through data.
Main tasks and responsibilities:
- Develop and maintain dashboards for key customer support metrics (CSAT, SLA, AHT, FCR), providing actionable insights to leadership.
- Analyze historical data and provide variance reports to support and refine Workforce Management (WFM) forecasting.
- Manage and integrate data from various platforms, ensuring data accuracy, consistency, and integrity for all reporting.
- Collaborate with operations, QA, and training teams to translate data insights into operational improvements.
- Contribute to the Business Intelligence (BI) strategy, focusing on scalable analytics solutions and automation.
- Lead data governance for customer support, ensuring consistent and reliable insights for internal and external stakeholders.
- You have 3+ years of experience in data analysis, preferably within customer service, with a proven ability to use data for decision-making
- You have advanced Excel skills, including use of formulas, pivot tables, and data visualization.
- You have strong analytical skills to identify trends and extract insights from large datasets, with experience in Looker, Tableau, or similar visualization tools.
- You have good knowledge of SQL or JavaScript.
- You are independent, adaptable, and effective at managing workloads with minimal supervision.
- You have a curious mindset, focused on improving processes and achieving cost-effective solutions.
Why you’ll love it here:
- Play a direct role in shaping the future of mobility.
- Impact millions of customers and partners in 600+ cities across 50+ countries.
- Work in fast-moving autonomous teams with some of the smartest people in the world.
- Accelerate your professional growth with unique career opportunities.
- Get a rewarding salary and stock option package that lets you focus on doing your best work.
- Enjoy the flexibility of working in a hybrid mode with a minimum of 3 days in the office each week to foster strong connections and teamwork.
- Take care of your physical and mental health with our wellness perks.
- Some perks may differ depending on your location and role.
See more jobs in Johannesburg, Gauteng