Product Analyst Middle+ / Senior [Customer Care]

The role

This person will lead the analytics function within the Customer Care Team. They will work on the agent workspace built on the CRM Platform to reduce contact rates and improve support quality.

What you will do

• Detect anomalies in contact volume and drive them to root causes
• 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
• Build a support quality assessment framework
• Communicate findings to product and operations stakeholders

Required qualifications

• 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
• 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

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: Annual leave and paid sick leave as per applicable policies

About the company

platacard is a high-tech environment with a team that dares to challenge the status quo of incumbent finances.