Customer Support Operations Analyst

About noon

We’re building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we’re looking for a Business Analyst who can help us move even faster.

noon’s mission : Every door, every day.

What you'll do :

Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.

The Business Analyst will be a core member of the Customer Service Analytics team, responsible for leveraging analytical skills to understand customer behavior and contact drivers, define operational requirements, and contribute to projects that enhance customer experience (CX) and drive efficiency in support processes.

Key Responsibilities

Data Analysis & Reporting (Core Focus) :

• Conduct in-depth data querying and analysis on customer contact data (e.g., call volumes, chat transcripts, ticket resolution rates, service level metrics) to identify root causes of customer issues for all Business units in noon – noon, noon in Minutes, Namshi, NowNow and noon food
• Utilize SQL and Excel daily to extract, manipulate, and analyze large, complex datasets, ensuring data integrity and accuracy.
• Design, develop, and maintain operational dashboards and reports in BI tools (Tableau, Power BI, etc.) that track key Customer Service KPIs (CSAT, AHT, FCR, etc.) and communicate performance to business stakeholders.
• Execute ad-hoc analytical deep dives to answer specific business questions from operations and leadership teams on time.

Requirements Management & Documentation :

Process Improvement & Validation :

What you'll need :

Experience and Education

Technical Expertise (Hands-on)

Core Competencies

Who will excel?