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: • 1+ 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