Product Analyst Middle+ / Senior [Customer Care]

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 Сare 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.

Challenges that await you:

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

What makes you a great fit:

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

Our ways of working:

Innovative Spirit: a team from the best technical universities

Honest Feedback: valuing open, transparent communication

Supportive Team: a strong, collaborative community

Celebrating Achievements: recognizing our wins together

High-Tech Environment: a team full of smart and revolutionary people who dare to challenge the status quo of incumbent finances

Our benefits:

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