Business Analyst Middle [Chat]

We are looking for a bold and proactive Business Analyst to join our Chat Team .

Chat Team is responsible for building and maintaining Chat for both customer and operational use across mobile and web platforms, including AI-powered Chat Bot solutions for customer support. Our main focus is on combining an outstanding customer experience, operational efficiency, and a highly engaging communication channel. As the company grows, our LLM-powered Chat Bot is becoming one of the key tools for scaling customer support — and we're looking for someone who will help us make it even better every day.

Challenges that await you:

• Enhance Support Chat Bot performance and quality, focusing on customer experience, operational cost efficiency and measurable improvements in resolution rate and response relevance

• Build quality assurance and coverage improvement processes — identify gaps, prioritize fixes, and establish a systematic approach to evaluating response quality

• Break down product ideas from Product Managers and stakeholders into clear, actionable tasks with well-defined acceptance criteria and edge cases

• Manage the full task lifecycle: gather and analyze requirements, write specifications, and collaborate with Engineering, Design, and Operations teams to deliver features

• Communicate with stakeholders to align expectations and clarify requirements, closely collaborate with Customer Service and Learning Experience product and OPS teams

• Conduct research and use data to evaluate feature performance and identify areas for improvement

• Maintain clear, structured, and up-to-date documentation

What makes you a great fit

• 3+ year of experience as a Business Analyst or System Analyst in product, fintech, or operational environments

• Strong analytical and problem-solving skills, with the ability to gather, analyze, and align business requirements

• Experience writing specifications, creating development tasks, and supporting their implementation

• Basic technical background: able to write simple SQL queries, read logs, use Postman or similar tools

• Responsibility, proactivity, and ownership mindset

• Experience working across multiple teams and stakeholders

• B2 or higher English level for effective communication with an international team

Your bonus skills

• Spanish at any level

• Experience with LLM projects

• Basic understanding of A/B testing and product/quality metrics

Our ways of working

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Innovative Spirit: A commitment to creativity and groundbreaking solutions

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Honest Feedback: valuing open, transparent communication

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Supportive Team: a strong, collaborative community

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Celebrating Achievements: recognizing our wins together

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

Our benefits:

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Relocation support to one of our hubs — Mexico, Serbia, or Georgia — with assistance for the employee and their family

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Flexible work from one of our offices or remote

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Healthcare Coverage

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Education Budget: Language lessons, professional training and certifications

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Wellness Budget: Mental health and fitness activity reimbursements

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Vacation policy: 20 days of annual leave and paid sick leave