Data Analyst - Customer Service & Operations
AjaibEast Jakarta, Indonesia
Posted March 18, 2026
Full Time
About the Company
Founded in 2019, Ajaib is a rapidly growing investment platform in Indonesia. It offers financial technology services such as stock trading, mutual funds, and coins. The simplicity of investing through Ajaib inspired our name, which means "magic," as we aim to disrupt the financial industry magically. Our goal is to make stock trading accessible to millennials with our mobile-first approach, low fees, and user-friendly interface. Ajaib has become Indonesia's first fully online stock brokerage, with no offline brokers or branches. Trusted by over 3 million customers, we are the fastest-growing investment startup in Southeast Asia. Backed by top investors like DST Global, Horizons Ventures, and Alpha JWC Ventures, we proudly became Indonesia's first investment fintech unicorn.
Job Description
We're looking for a Data Analyst to support the Customer Service team by managing data, conducting analysis, and delivering actionable insights to stakeholders. This role will help the team monitor performance, improve operational efficiency, and support business decision-making through accurate reporting, dashboard development, and forecasting support.
Requirements
- Analyze customer service and operational data to identify trends, issues, and improvement opportunities
- Manage and validate data to ensure accuracy and reliability for reporting and analysis
- Build and maintain dashboards, reports, and monitoring tools for Customer Service performance
- Prepare daily, weekly, and monthly reports for stakeholders and management
- Support Workforce Management with capacity data, volume tracking, and forecasting analysis
- Conduct ad hoc analysis to support business reviews and decision-making
- Collaborate with Customer Service, Operations, Product, WFM, and other teams to address business needs through data
- Coordinate with other departments to gather required data for reporting and analysis
- Generate actionable insights and recommendations to improve operational performance and customer experience
- Monitor key CS metrics such as ticket volume, SLA, response time, resolution time, productivity, backlog, CSAT, and escalations
- Identify opportunities to improve reporting processes, data visibility, and operational efficiency
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
