Product Analyst Middle+/Senior (Customer Care)

Location: Mexico; flexible work from the office. Relocation support is available for employees and their families.

Company

hirify.global develops fintech products, including a CRM-based customer care workspace connected to telephony, chat, and core banking systems.

What you will do

• Detect anomalies in customer contact volumes and identify root causes ranging from isolated incidents to systemic product issues.
• Develop systems for detecting contact topics and triggers using labeling processes and ML/NLP-based automated classification.
• Form and prioritize hypotheses for reducing contact rates and run and analyze A/B tests across onboarding, screens, and product features.
• Build a support quality assessment framework with consolidated traffic-light metrics, transparent methodology, and regular reviews.
• Present findings to product and operations stakeholders and influence the change backlog.

Requirements

• Mathematical or technical degree from a leading technical university.
• Strong knowledge of mathematical statistics and probability theory, with systematic thinking.
• Experience with hypothesis testing and validation.
• Advanced SQL and Python skills.
• Hands-on experience with Tableau, Superset, or similar BI tools.
• English proficiency at B1 level or higher and ability to collaborate with an international team.

Culture & Benefits

• Innovative, high-tech environment with colleagues from leading technical universities.
• Open and transparent feedback culture with strong team collaboration.
• Healthcare coverage.
• Education budget for language lessons, professional training, and certifications.
• Wellness budget for mental health and fitness activities.
• 20 days of annual leave and paid sick leave.