Chat team is responsible for building and maintaining Chat for both customer and operational use in mobile app and web interfaces, including Chat Bot solutions for customer support. Our main focus is on combining great customer experience, operational efficiency, and communication channel with high engagement. As the company grows, the Chat Bot powered by LLM becomes one of our key tools for scaling support — and we're looking for someone to help us make it 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 * Fluent English (B2+) 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