Data Analyst – Customer Support

Automations · [Full-time] · In-Person (Islamabad, PK) · Hours 6pm - 2am PKT

About Nysonian

Nysonian builds the next generation of global lifestyle brands, shaping how people travel, move, and live. We go beyond creating great products to build experiences that elevate everyday life and empower people around the world.

Our Fast-Growing Portfolio Includes:

NOBL Travel — redefining modern travel with design, durability, and performance
FLO Pilates — bringing Pilates into homes and wardrobes globally

With $350M+ in revenue, 400+ teammates across 8 countries, and 1M+ customers worldwide, we are shaping the brands that will define the next decade.

Core Values: Winners’ Mindset | Speed with Purpose | Thoughtful Innovation | Genuineness | No Ego, Full Ownership

The Opportunity

We are looking for a hands-on Data Analyst to support our Customer Support function through reliable reporting, dashboards, and actionable analysis. The successful candidate will work with large, complex datasets to answer business questions, monitor support performance, identify operational issues, and recommend improvements to customer experience and team efficiency. This role requires strong analytical judgment,

attention to detail, and the ability to deliver accurate work in a fast-paced environment with changing priorities.

What You'll Own

Translate business questions from Customer Support stakeholders into clear analytical requirements, metric definitions, and reporting deliverables.
Extract, combine, clean, and analyze large datasets from support systems, databases, spreadsheets, and other business sources.
Build and maintain dashboards using at least one visualization tool, such as Power BI, Tableau, or Looker Studio.
Monitor support metrics, including ticket volume, backlog, first response time, resolution time, SLA compliance, reopen rate, CSAT, and agent productivity.
Analyze customer complaints, repeat contacts, returns, refunds, retention outcomes, and chargeback reasons to identify patterns and improvement opportunities.
Assess human and AI support performance, considering case complexity, channel, and workload when comparing results.
Investigate discrepancies between reports and source systems, document root causes, and coordinate corrections with relevant teams.
Automate recurring reports and data preparation tasks to reduce manual effort and improve reporting consistency.
Perform data quality checks for missing records, duplicates, inconsistent identifiers, date issues, and incorrect calculations. Present findings clearly to technical and non-technical stakeholders, with practical recommendations.
Maintain documentation of reporting logic, business definitions, assumptions, and known limitations.
Handle customer and business information responsibly and follow company data access policies.

Skills & Qualifications

Minimum 2 years of recent, relevant professional experience in data analytics, business intelligence, or operational reporting. Internships and academic projects should be listed separately.
Bachelor’s degree in Data Science, Statistics, Mathematics, Computer Science, Economics, Business Analytics or a related analytical discipline.
Minimum CGPA of 3.2 out of 4.0, or an equivalent result, in the most recently completed degree.
Strong practical SQL skills, including joins, aggregations, CTEs, window functions, and date-based analysis.
Hands-on experience working with large datasets, including querying, cleaning, combining, and validating data efficiently.
Practical proficiency in at least one visualization tool: Power BI, Tableau, Looker Studio, or an equivalent platform.
Working proficiency in Python, particularly pandas, for data preparation, analysis, and reporting automation.
Strong Excel or Google Sheets skills, including pivot tables, lookup formulas, data validation, and reconciliation.
Ability to select appropriate analytical methods, calculate rates and averages correctly, and distinguish meaningful changes from misleading comparisons.