Senior Data Analyst, Customer Service Operations

What Do We Expect From You

As a Senior Data Analyst, Customer Service Operations reporting to a Manager, you will take end-to-end ownership of data-driven initiatives across Global Business Services (GBS), focusing on Customer Service Operations, and cross-functional project impacts.. With minimal supervision, you will independently identify key operational challenges, conduct advanced analyses, and translate complex datasets into strategic recommendations for leadership. You will mentor junior analysts, champion best practices in data analytics, and collaborate with stakeholders to drive scalable improvements and elevate customer experience.

Key Responsibilities

• Independent Analytics Ownership: Lead discovery, design, and execution of analytical projects—sourcing data, crafting hypotheses, and delivering end-to-end insights that influence strategic decisions.

• Advanced Trend & Root Cause Analysis: Use SQL, Python, and BI tools to uncover deep-dive trends, anomalies, and performance drivers; build predictive models to forecast operational risks.

• Strategic Reporting & Storytelling: Develop executive-level reports and dashboards that succinctly communicate complex findings; present recommendations to senior leadership with confidence.

• Process Leadership & Improvement: Initiate and drive process optimization initiatives; partner with cross-functional teams to implement changes that reduce contact volume, improve resolution speed, and enhance CSAT.

• Mentorship & Best Practices: Coach and guide junior analysts on analytical techniques, data visualization standards, and project management; ensure adherence to data governance and quality protocols as part of day-to-day responsibilities.

• Stakeholder Engagement: Cultivate strong relationships within GBS leads; proactively identify opportunities to support high-impact projects and influence operational strategy.

Qualifications

Required

• Bachelor’s degree in Data Analytics, Statistics, Computer Science, or related field

• 5 years of hands-on experience in customer service or operations analytics within Web3, Crypto, GBS, shared services, fintech, or related environments

• Advanced proficiency in SQL, Python, and Data Visualisation (e.g. Power BI, Tableau, etc.)

• Strong analytical and critical thinking skills, with a proven ability to drive insights independently

• Excellent communication and presentation skills, capable of engaging executive audiences

• Demonstrated leadership in cross-functional collaboration and project execution

Preferred

• Experience in Cryptocurrency Exchanges or Web3 companies is a big plus! 

• Experience with ticketing systems (Zendesk, ServiceNow) and CRM platforms (Salesforce)

• Background in customer service, payment risk operations, fraud detection, or compliance analytics

• Knowledge of statistical modeling, machine learning concepts, or forecasting techniques

• Certification in Lean Six Sigma or other continuous improvement methodologies

• Proficiency in Mandarin-Chinese.

Perks & Benefits 

• Competitive remuneration package (Basic Salary + Yearly Bonus).
• Meal Allowance up to RM 500/month
• Monthly Team Building
• RM 3500 Benefits per annum (Training, Wellness & Flexible benefits)
• Convenient workplace (5 minutes walk from MRT TRX).
• Excellent prospects for growth and promotion - we provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed.
• Employee engagement, recognition and appreciation program.
• Multinational working environment - Advance your career by interacting with individuals from various backgrounds, cultures, and nations.

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