Data Analyst (12 month FTC)

As an Operations Analyst, you will own the data and reporting layer across our Merchant Operations function - replacing manual spreadsheet workflows with automated, self-serve dashboards and scalable data models. You will design and build the analytics infrastructure that our KYC, Customer Support, Technical Operations, Fraud Operations & Monitoring, Complaints and Quality teams rely on to make decisions every day. Working closely with operational managers and our data platform, you will translate messy, multi-source data into clean, trusted reporting - and have the mindset to build things once, properly, rather than maintain endless spreadsheet exports.

This position is located in our HQ2 in Riga, which was recently honored with the prestigious CEE Business Services Award for being the 'Most Vibrant Employer 6 Latvia,' offering you the chance to thrive in a dynamic and engaging workplace.

In this role you will:

• Build and maintain Looker dashboards and LookML models that serve KYC, CS, Technical Operations, Fraud & Monitoring, Complaints and Quality teams - replacing manual, recurring spreadsheet reports with live, self-serve analytics
• Write and optimise BigQuery SQL to power operational reporting: ticket volumes, SLA compliance, agent performance, CSAT, handle times, and quality scores
• Audit existing spreadsheet-based workflows and systematically eliminate them through automation and integrated reporting in Looker and Zendesk
• Design and implement Zendesk reporting logic (Explore, APIs, or direct querying) that gives operational managers accurate, timely visibility into their queues and team performance
• Partner with operational leads across all five teams to define, instrument, and document their key metrics - ensuring a single source of truth across the function
• Deliver ad hoc analysis and data pulls to support operational decisions, escalations, and planning cycles

• You have strong BigQuery SQL skills and hands-on experience building in Looker, including writing LookML
• You have deep familiarity with service desk/help desk systems e.g. Zendesk, Zendesk reporting - whether through Explore, APIs, or direct data access - and understand how Zendesk data is structured
• You have a track record of automating manual reporting workflows and reducing dependence on spreadsheets
• You are comfortable working across multiple operational teams simultaneously, managing competing priorities and stakeholder expectations
• You have experience with BI tools and are comfortable switching between platforms
• You can communicate clearly with non-technical stakeholders and translate ambiguous requests into well-defined data problems

Nice to have

• Familiarity with Zendesk and Bob integrations, or similar tooling ecosystems, is a plus

• Wellbeing - stay healthy with dedicated support and medical cover
• Work away scheme - gives you the option to work away from your country of residence for up to 90 days in any 12 month period
• Adaptive Working - allows you to work flexibly, around your lifestyle
• Equity - all permanently employed GCs get equity to help you make a valuable contribution
• Parental leave - to suit everyone embarking on life's great adventure
• Learning Budget - lead your own development with an annual learning budget
• Time off - generous holiday allowance, + 3 annual volunteer days, + 4 annual business-wide wellness days (GC Fridays)