Customer Service Analyst at Yandex Food

Customer Service Analyst at Yandex Food

Yandex Food is a major player in the food-tech market across more than 10 countries on three continents. Our team is constantly improving the service to attract and retain customers and couriers, ensuring business growth. Your task will be to make our support service better and more efficient.

What tasks await you

Development of the support service You will study patterns of customer inquiries, propose changes to response logic based on data to increase service satisfaction among customers and couriers, develop a personalized approach to support, and help implement automation in support.

Optimization of support work You will define rules for issuing promo codes by the support service to improve service efficiency. You will also research and propose ways to reduce the load on support, working at the intersection of operations and product.

Reporting and metrics You will implement and improve the metrics system for evaluating the quality of the support service's work, as well as create reports in DataLens so the team can quickly answer business questions about work efficiency.

We expect that you

• Have worked in the field of data analysis
• Designed and conducted A/B tests
• Are proficient in Python and SQL
• Have worked with BI tools
• Can discuss tasks in English or will gladly start practicing this skill
• Ask questions until you assemble all the context into a clear picture
• Reasonably and clearly defend your own point of view and listen to others