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Senior Data Analyst - Customer Service

Shopee

São Paulo, São Paulo, BrazilOn Site

Original Job Summary

About the Team

At Shopee, every team member is key to success. Diversity and unique perspectives drive our mission to change the world for the better. Join a fast-paced culture where you tackle big challenges and work with a diverse team to shape the future of e-commerce in Brazil.

Work Model

We follow a hybrid working model that allows personal workspace flexibility while fostering office collaboration and interaction.

Job Description

As a Senior Data Analyst - Customer Service, you will strategically structure and scale customer service data usage. Your responsibilities include building pipelines, integrating data from multiple sources (such as CRMs, telephony systems, etc.), and ensuring high-quality data is available for dashboards, analysis and automation.

Day-to-Day Responsibilities

  • Design, develop, and maintain data ingestion and transformation pipelines for customer interactions (tickets, calls, CSAT).
  • Integrate data from various systems (CRMs, chatbot platforms, URAs) into data lakes or warehouses.
  • Ensure data quality, consistency, scalability, and reliability for Customer Service operations.
  • Create data structures supporting operational analytics, KPI generation, and predictive models.
  • Collaborate with Data Analytics, Product, and Customer Experience teams to deliver reusable data solutions.
  • Promote best practices in data cataloging, documentation, and versioning.
  • Utilize modern data engineering tools (ETL/ELT, orchestration, and versioning tools).

Requirements

  • Bachelor's degree in Engineering, Computer Science, Information Systems, or related fields.
  • Proven experience in building data pipelines (ETL/ELT).
  • Strong command of SQL and Python for data manipulation and transformation.
  • Experience with workflow orchestration tools such as Airflow, dbt, Prefect, or similar.
  • Knowledge of data lakes/data warehouses (BigQuery, Snowflake, Redshift, Delta Lake, etc.).
  • Expertise in data modeling and best engineering practices (versioning, testing, CI/CD for data).
  • Familiarity with cloud environments (AWS, GCP, or Azure).

Benefits

  • Medical and dental coverage for employees and dependents.
  • Partnership with Gympass and TotalPass.
  • Flexible meal/food voucher.
  • Transport, mobility benefits, or on-site parking.
  • Flexible benefits package.
  • Zenklub access.
  • Annual performance-based bonus.

Key skills/competency

  • Data Pipelines
  • ETL/ELT
  • SQL
  • Python
  • Data Integration
  • Data Warehousing
  • Cloud Platforms
  • Data Modeling
  • Workflow Orchestration
  • Customer Service Analytics

How to Get Hired at Shopee

🎯 Tips for Getting Hired

  • Customize your resume: Tailor your skills and experiences to data engineering.
  • Highlight SQL & Python: Emphasize technical proficiencies.
  • Showcase project work: Present pipeline and cloud projects.
  • Research Shopee: Understand their culture and mission deeply.

📝 Interview Preparation Advice

Technical Preparation

Practice building robust ETL pipelines.
Enhance SQL and Python coding skills.
Review cloud platform fundamentals.
Study data modeling and orchestration tools.

Behavioral Questions

Describe teamwork in a technical project.
Explain handling tight project deadlines.
Detail conflict resolution in multidisciplinary teams.
Share experiences adapting to changing requirements.