Product Analyst Middle+ / Senior [Customer Care]

• 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

• 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

• 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