Business Analyst Middle [Chat]

Role Summary

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.

Responsibilities

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

Requirements

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

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

About the Company

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