Senior Product Analyst (Customer Support)

TL;DR

Senior Product Analyst (Customer Support): Driving large-scale automation and efficiency improvements across Customer Support, moderation, and compliance processes through data-driven analysis and experimentation with an accent on identifying high-impact scenarios and designing automated checks. Focus on delivering measurable improvements in coverage, quality, and operational efficiency.

Location: Hybrid work mode in Kazakhstan

Company

hirify.global is a technology company focused on driving automation and efficiency improvements across customer support, moderation, and compliance processes.

What you will do

• Drive analytics for Customer Support decision-making, including routing, escalation, self-help, and automation scenarios.
• Design and validate automation and routing logic, using A/B testing and controlled rollouts.
• Lead complex analytical research to improve request handling, classification, and resolution flows.
• Perform post-launch analysis and incident investigations to assess operational impact and identify root causes.
• Contribute to defining core support metrics, analytical entities, dashboards, and BI reporting.
• Work closely with Product, Support Operations, Trust & Safety, Engineering, and BI teams as a senior analytical partner.

Requirements

• 3+ years of experience as a Product Analyst, Data Analyst, or in a similar analytical role.
• Strong product analytics mindset with the ability to independently structure ambiguous problems and prioritize high-impact initiatives.
• Advanced SQL skills and hands-on experience working with large-scale datasets.
• Strong practical experience using Python for data analysis, including complex data transformations, exploratory analysis, and metric computation.
• Solid understanding of product funnels, onboarding flows, and user decision-making scenarios.
• Experience designing and analyzing experiments (A/B testing, scenario comparison).
• Proficiency with BI and visualization tools (e.g., Tableau, Looker, Redash).
• Strong communication skills with the ability to clearly explain insights to both technical and non-technical stakeholders.

Culture & Benefits

• Stable salary, official employment.
• Health insurance.
• Hybrid work mode and flexible schedule.
• Access to professional counseling services, including psychological, financial, and legal support.
• Discount club membership.
• Diverse internal training programs and partially or fully paid additional training courses.
• All necessary work equipment.