Barcelona, Spain
About Customer Support Analytics Team
We support our Customer Support department to turn complex operational data into thoughtful, high-impact decisions that enhance customer satisfaction and strengthen daily operations. Partnering closely across Product, Finance, and Operations, we build intuitive dashboards and data models to bring real-time visibility to friction points, tracking airline recovery and ensuring accurate, timely refunds. In our AI-native team, you will collaborate directly with key decision-makers, seeing firsthand how your shared insights make the customer journey measurably better.
What you will do:
- Support the analytical side of our refunds operation by building reliable data structures, tracking process flows, and partnering with Finance, Product, and Engineering to optimize airline recovery performance.
- Partner with the CS Operations team to turn large-scale datasets into actionable insights that support agent productivity, queue management, and customer satisfaction.
- Identify inefficiencies across CS Operations and Refunds by acting as a collaborative process expert, leveraging AI tools to support and streamline daily team workflows.
- Collaborate closely with Workforce Management and vendor partners to ensure they have accurate, trusted data for volume forecasting, productivity tracking, and headcount modeling.
- Co-create automation processes alongside Engineering by evaluating expected efficiency gains and supporting smooth post-implementation transitions.
- Maintain and improve internal data pipelines by writing optimized SQL queries that extract meaningful insights and keep shared reporting tools up to date.
- Connect with senior leadership by developing clear, empathetic, and data-backed narratives that articulate operational challenges while offering thoughtful solutions.
What you will need:
- A proven track record in a business analytics role, with experience translating complex operational data into supportive business decisions—ideally within a Customer Support environment.
- Strong proficiency in SQL, with confidence writing and managing your own queries, understanding underlying data structures, and supporting peers through code reviews.
- Demonstrated experience with Data Visualization tools such as Looker, Tableau, or Power BI to build, refine, and maintain accessible, insight-rich dashboards.
- A natural curiosity for AI tools, actively exploring new ways to make work sharper and faster while sharing discoveries to uplift the wider team.
- Professional proficiency level English language skills (written and verbal), with clear, empathetic communication skills when working across diverse stakeholders and senior leadership.
We offer you
- We offer a hybrid and flexible work environment. A lovely, modern office in the center of Barcelona (Passeig de Gracia) with great views and amenities.
- Monthly entitlement of 200 Euro redeemable through Cobee. Cobee is a benefits platform offering a range of benefits (meals, transport, nursery, health insurance, and physical wellness) and flexible compensation. It also allows our employees to allocate up to 30% of their gross salary to the consumption of certain products or services, leveraging tax exemption.
- We also enjoy benefits, such as flexible working hours, 30 paid vacation days and sick days.
- Annual financial bonus based on company and individual performance.
- Flight vouchers to celebrate your Kiwi anniversaries.
- Relocation package (including visa transfer support).
- Dogs are welcome in our offices.
Kiwi.com is an online travel agency with groundbreaking Virtual Interlining technology and exceptional 24/7 customer service.
