business analyst in customer support operations

Kiwi.com is a global travel-tech company headquartered in the Czech Republic. Its algorithm helps users find flight routes and prices that other search engines may not identify, performing billions of price checks across 95% of global flight content.

• Support the analytical side of refunds operations by building reliable data structures, tracking process flows, and partnering with Finance, Product, and Engineering to optimize airline recovery performance;
• Partner with CS Operations to turn large-scale datasets into actionable insights supporting agent productivity, queue management, and customer satisfaction;
• Identify inefficiencies across CS Operations and Refunds as a collaborative process expert, using AI tools to streamline daily workflows;
• Collaborate with Workforce Management and vendor partners to provide accurate data for volume forecasting, productivity tracking, and headcount modeling;
• Co-create automation processes with Engineering by evaluating expected efficiency gains and supporting smooth post-implementation transitions;
• Maintain and improve internal data pipelines by writing optimized SQL queries and keeping shared reporting tools up to date;
• Develop clear, empathetic, and data-backed narratives for senior leadership that explain operational challenges and propose thoughtful solutions.

• Proven experience in a business analytics role, translating complex operational data into business decisions, ideally in a Customer Support environment;
• Strong SQL skills, including writing and managing queries, understanding data structures, and supporting peers through code reviews;
• Professional proficiency in English, written and verbal;
• Ability to communicate clearly and empathetically with diverse stakeholders and senior leadership;
• Ability to work in an adaptable, fast-paced environment with flexibility, open collaboration, and mutual support;
• Collaborative problem-solving approach, curiosity, and willingness to experiment with innovative methods for complex operational challenges;
• Nice to have: Experience with Data Visualization tools such as Looker, Tableau, or PowerBI, curiosity about AI tools.

• Monthly entitlement of 200 Euro redeemable through Cobee;
• Cobee flexible compensation allows allocation of up to 30% of gross salary to certain products or services using tax exemption;
• Flexible working hours;
• 30 Paid vacation days and sick days;
• Annual financial bonus based on company and individual performance;
• Flight vouchers for Kiwi anniversaries;
• Relocation package including visa transfer support;
• Dogs are welcome in the offices.