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Описание: |
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 discrepancies, whois and DNS evidence for subpoenas, jurisdiction and sanctions exposure lists
* Support abuse and fraud analytics: suspended and phishing domain lists, blast-radius analysis of compromised accounts, social-engineering detection in chat streams, and anti-abuse tool performance reporting
* Build and maintain self-service parameterised reports in the internal Report Server tool, including registry monitoring for .eu, .de and .au TLDs, and document them for stakeholders
* Maintain reporting for the People and IT Recruitment teams: ATS and applicant-history dashboards, recruitment and internal-mobility KPIs, and their scheduled refreshes
* Build, optimise and troubleshoot the SQL and ETL layer behind these reports; migrate legacy MS SQL sources to the Trino/Iceberg and dbt stack and keep metric definitions consistent across both brands
* Automate recurring manual extracts and reports, and quantify business impact of incidents, such as financial-loss calculations for post-mortems
* Partner directly with Customer Support, Legal & Abuse, Risk, Finance and People stakeholders: turn vague requests into precise data specifications and present findings to non-technical audiences
About the company and project:
ZONE3000 is proud to represent its partnership with Namecheap (www.namecheap.com). Namecheap was founded in 2000 on the idea that all people deserve value-priced domains delivered through stellar service. Today Namecheap is a leading ICANN-accredited domain name registrar and web hosting company with over 17 million domains under management.
Our culture is built on the values that we live every day; the way we work, the way we collaborate with our global network of colleagues and the way we relentlessly innovate solutions that meet the emerging needs of our customers.
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