Location: Remote
Your expertise:
3+ years in BI, data analytics or reporting, including experience supporting operational or customer-facing teams
Strong SQL for querying and combining data from multiple systems, including window functions and query optimisation on large tables
Proficiency with a BI / visualization tool (preferably Tableau): building and publishing dashboards, and managing extracts and refresh schedules
Practical experience with scheduled ETL jobs: troubleshooting failures and tracing a metric from the source system through to the dashboard
Data investigation mindset: able to reconcile conflicting numbers, find the root cause of an incorrect metric, and document the agreed definition afterwards
Familiarity with operational service metrics such as volume, response time, handling time, cost per contact and CSAT, and with how they are commonly defined
Careful handling of personal, payment and support data, with an understanding of privacy and compliance constraints and of audit-ready evidence gathering
Comfortable with Excel / Sheets as the delivery format for extracts and one-off analyses
Clear communication skills: able to turn a vague request into a precise data specification, present findings to non-technical stakeholders, and manage a high-volume, mixed-priority request queue
English: strong B2 or higher
AI skills (required)
Practical experience using generative AI / LLM tools (e.g. Claude, Cursor) to accelerate SQL writing, data investigation and documentation, including validating AI-generated queries, mappings and results before they inform decisions
Awareness of AI limitations, data privacy, and responsible-use considerations when working with customer, payment, and support data
Will definitely be a plus:
Python for automating recurring extracts and deeper analysis
Familiarity with a modern data stack (dbt, Trino / Iceberg, Airflow), including migrating legacy MS SQL logic into it and documenting metrics in a business glossary or data catalogue
Experience with customer support or contact-centre platforms and chatbot analytics (chat, email, ticket and bot-intent data)
Domain experience in domains / hosting, or in trust & safety, anti-fraud and anti-abuse analytics
What’s in it for you?
Opportunity to deal with top-notch technologies and approaches in a world-leader product company with millions of customers
Opportunity to make a difference for online privacy, freedom of speech, and net neutrality
Decent market rate compensation depending on experience and skills
Developed corporate culture: no micromanagement, culture based on principles of truth, trust, and transparency
Support of personal and professional development
coverage of costs of external trainings, conferences, professional literature
support of experienced colleagues
in-house events and trainings
regular knowledge sharing in teams
English classes and speaking clubs
Life-balance support
25 working days of vacation
5 days of paid sick leave per year without providing a medical certificate (no limitation on sick leaves with medical confirmation)
generous maternity / paternity leave program
Professionally strong environment, friendly and open atmosphere, ability to influence the product development and recognition for it
You will be involved into:
Own and develop the Customer Support analytics suite in Tableau for Namecheap and Spaceship: load and quality monitoring, agent and department performance, email and chat engagement KPIs, and support-bot effectiveness (CES bot, Suzy Q, Alf)
Define, document and safeguard support metric logic (time to respond, agent processing time, cost per engagement, finished / reopened / transferred chats, active customers and products), and investigate discrepancies end to end from source table to visual
Deliver ad-hoc data extractions and investigations for Customer Support, Legal & Abuse, Risk and Compliance: order, transaction and login histories, payment-card and balance di
