Customer Support Operations Analyst

About noonWe’re building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we’re looking for a Business Analyst who can help us move even faster.noon’s mission: Every door, every day.What you'll do:Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.The Business Analyst will be a core member of the Customer Service Analytics team, responsible for leveraging analytical skills to understand customer behavior and contact drivers, define operational requirements, and contribute to projects that enhance customer experience (CX) and drive efficiency in support processes.Key ResponsibilitiesData Analysis & Reporting (Core Focus):- Conduct in-depth data querying and analysis on customer contact data (e.g., call volumes, chat transcripts, ticket resolution rates, service level metrics) to identify root causes of customer issues for all Business units in noon – noon, noon in Minutes, Namshi, NowNow and noon food - Utilize SQL and Excel daily to extract, manipulate, and analyze large, complex datasets, ensuring data integrity and accuracy. - Design, develop, and maintain operational dashboards and reports in BI tools (Tableau, Power BI, etc.) that track key Customer Service KPIs (CSAT, AHT, FCR, etc.) and communicate performance to business stakeholders. - Execute ad-hoc analytical deep dives to answer specific business questions from operations and leadership teams on time.Requirements Management & Documentation:- Work closely with Customer Service Operations and Product Managers to gather, document, and analyze business requirements for new features, process changes, and technology enhancements (e.g., self-service portals, chatbot logic, CRM modifications). - Create detailed documentation including Business Requirements Documents (BRDs), functional specifications, user stories, and process flow diagrams. - Serve as the bridge between the Customer Service team and the Tech/Product development teams, ensuring that delivered solutions meet the defined business needs.Process Improvement & Validation:- Analyze current customer service workflows and recommend tactical changes to streamline processes and reduce operational cost without compromising CX. - Participate in User Acceptance Testing (UAT) for new system deployments to ensure solutions are bug-free and align with business requirements. - Support the planning and execution of small-scale A/B tests or experiments to measure the impact of operational changes.What you'll need:Experience and Education- 3+ years of hands-on experience in a Business Analyst, Data Analyst, or quantitative role, ideally within an e-commerce, quick commerce, logistics, or high-volume service/tech company. - Bachelor's degree in Business Administration, Economics, Engineering, Computer Science, or a related quantitative field.Technical Expertise (Hands-on)- Expert proficiency in SQL (intermediate to advanced query writing, including joins, subqueries, and aggregation) for data extraction and manipulation is MANDATORY. - High proficiency in Microsoft Excel (VLOOKUP, Pivot Tables, complex functions) for data modeling and presentation. - Experience with at least one major Data Visualization/BI tool (e.g., Tableau, Power BI, Google Data Studio) for building clear dashboards. - Familiarity with CRM systems (like Zoho, Freshdesk, or proprietary tools) data structure and usage is a strong plus.Core Competencies- Analytical Rigor: Proven ability to structure a problem, select the right metrics, and derive accurate, insightful conclusions from data. - Communication: Excellent written and verbal communication skills to articulate findings and requirements clearly to both technical and non-technical audiences. - Stakeholder Collaboration: Demonstrated ability to manage expectations and work effectively with cross-functional teams (Operations, Product, Tech) to drive consensus and delivery. - Business Acumen: A solid understanding of key e-commerce and Customer Service metrics (CSAT, AHT, contact reasons, churn) and their financial/operational impact.Who will excel?- We’re looking for people with high standards, who understand that hard work matters. - You need to be relentlessly resourceful and operate with a deep bias for action. - We need people with the courage to be fiercely original. - noon is not for everyone; readiness to adapt, pivot, and learn is essential.