Drive large-scale automation and efficiency improvements across Customer Support, moderation, and compliance processes through data-driven analysis and experimentation. This role focuses on identifying high-impact support and moderation scenarios, designing automated checks, and ensuring that automation initiatives deliver measurable improvements in coverage, quality, and operational efficiency.
Drive analytics for Customer Support decision-making, including routing, escalation, self-help, and automation scenarios, in collaboration with other analysts
Design and validate automation and routing logic, using A/B testing and controlled rollouts where applicable
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 the definition and evolution of 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
Skills, Knowledge and Expertise
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
Conditions
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
Partially or fully paid additional training courses