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Product Analyst (Customer Care)
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, identifying the highest-impact problems and making the case for how to solve them, whether through product improvements, AI automation, self-service, or better agent tooling.
What You'll Do
Uncover insights across product, chatbot, and support data, turning them into prioritized recommendations backed by volume, cost, customer impact, and feasibility.
Identify the best resolution path for each problem: in-product fix, chatbot automation, self-service improvement, or agent tooling.
Build business cases and cost attribution models that make each product's support burden visible.
Build and maintain a structured contact reason taxonomy actionable by product and engineering teams.
Define and evolve the team's metrics framework and identify leading indicators that predict CSAT movement.
What We're Looking For
5+ years in product analytics or a similar role, with a proven track record of influencing product roadmaps through data.
Strong SQL and data visualization skills (Tableau, Looker, Power BI, or similar).
Understanding of customer support operations and contact drivers.
Experience in FinTech, financial services, or payments is a strong advantage.
