Data Analyst (Customer Service)

Salmon is a technology-driven financial company building a banking and lending platform across Southeast Asia, starting in the Philippines.

7M+ app downloads. 2M+ monthly active users. 7,000+ partner stores. US$310M+ raised from top-tier investors.

Here, you get real ownership from day one, high standards, and direct communication. You'll work alongside a team that combines deep local knowledge and experience scaling regulated financial companies from scratch.

If you want to solve complex problems at scale and directly impact how millions of people access and manage money, come build with us.

Southeast Asia's fintech moment starts here.

About the role

You'll build the analytics that turn Customer Service into a measurable, manageable function — showing leadership, Product, and Operations exactly where customer request processes break.

What you'll do

• Work as the data backbone of CS: operational and historical reporting, data mart hygiene, DWH collaboration, request categorisation, workload analytics and staffing forecasting, and end-to-end request journey analytics.

• Partner directly with CS leadership, team leads, Product, and Operations to find friction across every product's support experience.

• Turn messy operational reality into clean metric logic, better logging, and process design at scale.

What you'll own

• Build end-to-end analytics of CS processes across customer requests.

• Own core process metrics: repeated contacts, cost, full handling time, escalation rate, backlog, aging, SLA, and time in each stage.

• Build dashboards, datasets, and reports that help teams identify where the process breaks.

• Translate business problems into analytical and technical requirements for logging, CRM structure, and process design.

• Set up monitoring and alerting on top of core CS data.

• Document metric logic, assumptions, data sources, and limitations.

What makes you a strong fit

• 2–3+ years of hands-on data analytics experience.

• Strong SQL and analytical thinking.

• Able to document metric logic, assumptions, data sources, and limitations.

• Able to manage multiple priorities independently.

• Strong English for working with business and technical stakeholders.

What we offer

Build what's next in Southeast Asian fintech.

Ownership and flexibility

• Stock option plan — four-year vesting with a 25% cliff after the first year

• Hybrid-first, with fully remote work available for eligible roles and core collaboration hours from 12:00 to 19:00 Manila time (UTC+8)

• Company-provided tools and equipment

• Office in Bonifacio Global City, Manila — a modern, walkable district at the centre of the Philippines' growing tech scene

Health and time off

• Medical insurance support for you and your family through co-funding or reimbursement, depending on your location and subject to policy limits

• Access to an internal mental health support specialist

• 22 vacation days, Philippine public holidays, and 15 sick days

• 105 days of paid maternity and paternity leave for employees relocating to Manila

Relocation and family support

• Relocation support for you, your family — including flights, two weeks of accommodation, visas, paperwork, and logistics

• Reimbursement of eligible pet relocation expenses

• US$2,500 per year for flights home

• Baby and family stipends for employees relocating to Manila: US$1,000 per month for each child under two and US$500 per month for each child aged two to 18

Growth and team experience

• Opportunities to learn and share your expertise through internal expert meetups, external conferences, speaking opportunities, and industry publications

• Company-sponsored trips to Manila to meet and work with your team in person

• Regular team offsites, sports activities, and team events

• High-performing teams can earn a dedicated beach house week in Southeast Asia

Considering a move to Manila? See what life with Salmon looks like