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AI quality score6.0 / 10
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Overview
Join Plata as a Middle+/Senior Product Analyst to lead analytics in the Customer Care Team, enhancing service efficiency and driving product decisions through data insights. 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 Care agent workspace is built on the CRM Platform for handling requests and resolving customer issues.
Responsibilities
- •Detect anomalies in contact volume and drive them down to root causes.
- •Develop the contact topic and trigger detection system.
- •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.
Conditions
- •Relocation support to our hub in Mexico.
- •Flexible work from our office.
- •Healthcare Coverage.
- •Education Budget for language lessons and professional training.
- •Wellness Budget for mental health and fitness activities.
- •20 days of annual leave and paid sick leave.
Requirements
- •A mathematical or technical degree from a top university.
- •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.
- •Excellent communication skills.
- •English proficiency at B1+ level or higher.
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