About the company
We are looking for a highly skilled and motivated Middle+/Senior Product Analyst to lead the analytics function within our Customer Care Team.
The Customer Care agent workspace built on the CRM Platform for handling requests and resolving customer issues. It provides case management, step-by-step procedures and automations that reduce handling time and errors. The agent workspace connects to Telephony and Chat for omnichannel service, and to core banking systems to execute actions safely. It enhances compliance through standardized flows, role-based access, and complete interaction logs.
Responsibilities
- Detect anomalies in contact volume and drive them down to root causes — from one-off incidents to systemic product issues
- Develop the contact topic and trigger detection system: set up and improve labeling processes, apply ML/NLP approaches for automated classification
- Form and prioritize hypotheses for reducing contact rate, run and analyze A/B tests (onboarding, screens, features), and turn results into product decisions
- Build a support quality assessment framework: a consolidated "traffic light" across key metrics with transparent methodology and regular review with the team
- Communicate findings to product and operations stakeholders and influence the change backlog
Requirements
- A mathematical or technical degree from a top university such as MSU, MIPT, HSE, MSTU, MEPhI, or NSE
- Strong knowledge of mathematical statistics, probability theory, and systematic thinking
- Experience in hypothesis testing and validation
- Advanced SQL and Python
- Hands-on experience with Tableau, Superset, or similar BI tools to translate data into actionable insights
- Ability to understand business objectives and translate them into analytical tasks
- Experience in building analytical infrastructure and team processes
- Excellent communication skills
- English proficiency at B1+ level or higher for effective collaboration with an international team
Conditions
- Relocation support to our hub in Mexico with assistance for the employee and their family
- Flexible work from our office
- Healthcare Coverage
- Education Budget: Language lessons, professional training and certifications
- Wellness Budget: Mental health and fitness activity reimbursements
- Vacation policy: 20 days of annual leave and paid sick leave