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Business Analyst Middle [Chat]
Platacard · Worldwide
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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