Product Analyst Middle+/Senior [Customer Care]

Plata Card; México; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Relocation support

Flexible work

Healthcare coverage

Education budget

Wellness budget

Vacation 20 days

Descripción de la vacante

Plata Card is seeking a Middle+/Senior Product Analyst to lead the analytics function within the Customer Care Team. The role focuses on reducing contact volume, building ML/NLP based classifications, and driving product decisions with data-driven insights.

You will work with SQL, Python, and BI tools like Tableau or Superset to translate data into actionable strategies, while collaborating with cross-functional teams internationally.

Formación

• 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.

Responsabilidades

• Lead analytics function within the Customer Care Team.
• Detect anomalies in contact volume and identify root causes.
• Develop labeling, ML/NLP based classification for inquiries.
• Form and prioritize hypotheses to reduce contact rate and analyze A/B tests.
• Build a monitoring framework with transparent metrics and regular reviews.

Conocimientos

SQL

Python

Tableau

Superset

Statistics

English (B1+)

Communication

Educación

Mathematics/Technical degree

Herramientas

Tableau

Superset

Descripción del empleo

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