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:

Innovative Spirit: A commitment to creativity and groundbreaking solutions

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 date to challenge the status quo of incumbent finances

Our benefits:

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

Flexible work from one of our offices or remote

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