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Product Analyst (Customer Care Insights)
Full-time
At Maya, we don't just resolve customer issues; we work to understand why they happen and fix them at the source. We're looking for a Product Analyst to shape what we build and how we prioritize across our Customer Care platforms. You'll use data to drive product decisions, whether through product improvements, AI automation, self-service, or better agent tooling.
Analysis & Root Cause Investigation
Analyze data across all resolution channels: product usage, chatbot and AI conversation logs, and human agent support interactions.
Analyze chatbot conversation data to identify where AI interactions fail, where customers drop off, and where conversation design gaps reduce resolution effectiveness.
Build and maintain a structured contact reason taxonomy actionable by product and engineering teams.
Prioritization & Business Cases
Translate analytical findings into prioritized recommendations backed by volume, cost, customer impact, and feasibility.
Identify and prioritize which support actions the chatbot should handle next.
Build cost attribution models that quantify each product's support burden.
What We're Looking For
5+ years in product analytics or similar, ideally in customer support or customer experience.
Strong SQL and data visualization skills (Tableau, Looker, Power BI, or similar).
Experience in FinTech, financial services, or payments is a strong advantage.
