Customer Support Data Analyst

At myPOS, we’re all about helping businesses grow and get paid. We make payments simple, smart, and accessible for everyone, but we’re more than just payment solutions—myPOS is a partner in growth. From free multicurrency accounts to powerful e-commerce tools, we’re here to support business owners of all sizes and everyone out there who dreams of starting their own business.

As we are expanding our team, we’re looking for Customer Support Data Analyst to help us make a real difference in the Fintech industry. Ready to join us and shape the future of payments? Let’s make it happen!

About the role:

As we continue shaping the future of payments, we are looking for an experienced Customer Support Data Analyst to help us optimize our support operations and enhance the customer experience through data-driven insights. This role is ideal for a detail-oriented professional with a strong background in data analysis, process improvement, and operational performance management. The ideal candidate will have at least 3 years of experience in a customer support or performance analyst role and a track record of driving measurable improvements in team and service performance.

What you’ll do:

• Analyze data related to customer support operations, focusing on key performance indicators (KPIs) such as response time, resolution time, first contact resolution, CSAT, and support volume trends.
• Provide regular and ad-hoc reports to monitor team and individual performance, track progress against targets, and identify areas for improvement.
• Develop a comprehensive understanding of support workflows, tools, and systems to uncover inefficiencies and opportunities for optimization.
• Collaborate with Customer Support Leaders to implement process improvements that enhance overall support efficiency and customer satisfaction.
• Identify and analyze performance trends, escalations, and recurring issues to support strategic decision-making and improve support quality.
• Monitor the impact of implemented changes and continuously refine KPIs and metrics to reflect evolving business goals.
• Support vendor or partner performance tracking, where applicable, ensuring high-quality collaboration and consistency across channels.
• Present findings and actionable insights to stakeholders in a clear and compelling way through reports and presentations.

This role is perfect for you if you have: 

• Minimum of 3 years of experience in data analysis, customer support operations, or a related field.
• Experience working with support metrics and performance management tools.
• Strong Excel skills are a must.
• Experience with SQL and Power BI is a strong plus.
• A proven ability to identify performance gaps and drive improvements through data analysis.
• Strong analytical skills with the ability to interpret complex data and translate it into actionable recommendations.
• Experience with customer feedback and satisfaction tools (e.g., CSAT, NPS) is a plus.
• Excellent communication and interpersonal skills, with the ability to collaborate across departments and present findings to diverse audiences.
• Fluency in English.

Why you should join myPOS:

• Vibrant international team operating in hi-tech environment
• Annual salary reviews, promotions and performance bonuses
• myPOS Academy for upskilling and training
• Unlimited access to courses on LinkedIn Learning
• Refer a friend bonus as we know that working with friends is fun
• Annual individual training and development budget
• Teambuilding, social activities and networks on a multi-national level

What we offer:

• Excellent compensation package
• 25 days annual paid leave (+1 day per year up to 30)
• Full “Luxury” package health insurance including dental care and optical glasses
• Meal vouchers of 200 BGN per month
• Fully covered Multisport card
• Free coffee, snacks and drinks at the office

Who we are:

Since 2014 we’ve been all about making payments easier and more accessible for businesses of all shapes and sizes. Whether you’re at the counter, selling online, or on the move, we’ve got businesses covered with smart, accessible and affordable solutions that keep things easy.

Our mission? It’s simple. Help businesses get paid by taking advantage of modern tech and innovative ideas, so payment challenges are a thing of the past.

Pro tip:

Take it easy about meeting every requirement - this job description is just that, a job description! Even if you don’t tick every box, we want you to apply anyway! This is your chance to grow, learn, and build your career with us. We value potential over perfection, and we are all about mutual growth!

Apply by filling in the form below and send your CV in English!

myPOS is committed to providing equal employment opportunities. All qualified candidates will be considered for employment without discrimination based on age, ancestry, color, marital status, national origin, physical or mental disability, medical condition, veteran status, race, religion, sex, sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations, and ordinances.

Your application will be confidentially reviewed in line with the General Data Protection Regulation (GDPR). Personal information will be used solely for the job application and will be stored for a period needed by the application process. Only short-listed candidates will be contacted. Good luck!