Data Analyst (Customer Service)
Salmon is a technology-driven financial company building a banking and lending platform across Southeast Asia, starting in the Philippines.
7M+ app downloads. 2M+ monthly active users. 7000+ partner stores. US$350M+ raised from top-tier investors.
Here, you get real ownership from day one, high standards, and direct communication. You'll work alongside a team that combines deep local knowledge and experience scaling regulated financial companies from scratch.
If you want to solve complex problems at scale and directly impact how millions of people access and manage money, come build with us.
Southeast Asia's fintech moment starts here.
About the role
You'll build the analytics that turn Customer Service into a measurable, manageable function — showing leadership, Product, and Operations exactly where customer request processes break.
What you'll do
Work as the data backbone of CS: operational and historical reporting, data mart hygiene, DWH collaboration, request categorisation, workload analytics and staffing forecasting, and end-to-end request journey analytics.
Partner directly with CS leadership, team leads, Product, and Operations to find friction across every product's support experience.
Turn messy operational reality into clean metric logic, better logging, and process design at scale.
What you'll own
Build end-to-end analytics of CS processes across customer requests.
Own core process metrics: repeated contacts, cost, full handling time, escalation rate, backlog, aging, SLA, and time in each stage.
Build dashboards, datasets, and reports that help teams identify where the process breaks.
Translate business problems into analytical and technical requirements for logging, CRM structure, and process design.
Set up monitoring and alerting on top of core CS data.
Document metric logic, assumptions, data sources, and limitations.
What makes you a strong fit
2–3+ years of hands-on data analytics experience.
Strong SQL and analytical thinking.
Able to document metric logic, assumptions, data sources, and limitations.
Able to manage multiple priorities independently.
Strong English for working with business and technical stakeholders.