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 Platform Product Analyst to power our Customer Care platform with data, insights, and clear business cases. This role is key in helping us prioritize the highest-impact problems—whether they should be solved through product improvements, AI automation, self-service, or better agent tooling.
If you're passionate about turning data into action and influencing product decisions at scale, this role is for you.
WHAT YOU'LL DO
Turn data into actionable insights
- Analyze data across product usage, chatbot interactions, and support channels to understand why customers need help
- Identify root causes across product flows, error states, and drop-off points—not just symptoms
Drive root cause and contact driver clarity
- Build and maintain a structured contact reason taxonomy that is actionable for product and engineering teams
- Surface high-impact issues and distinguish between product gaps vs. support gaps
- Track repeat issues and patterns to highlight opportunities for systemic fixes
Own metrics and performance visibility
- Define and manage key metrics across CSAT, resolution effectiveness, and cost efficiency
- Build dashboards that provide real-time visibility into AI performance, self-service adoption, and agent productivity
- Measure outcomes of initiatives and close the loop on whether changes delivered impact
Shape prioritization and investment decisions
- Translate insights into prioritized recommendations and business cases
- Identify the best resolution path: in-product fixes, chatbot automation, or agent tooling improvements
- Build cost attribution models to make support cost visible across products
Influence product and self-service improvements
- Identify opportunities to reduce support demand through better product design, communication, and self-service
- Partner with product teams to drive upstream fixes that improve customer experience
- Track impact of improvements and build momentum through measurable results
Work cross-functionally
- Partner closely with Customer Service Group (CSG), Product, AI, and Data teams
- Ensure recurring issues are surfaced with clear context—volume, cost, impact, and root cause
- Own the feedback loop between support operations and product teams
WHAT WE'RE LOOKING FOR
- 5+ years in product analytics, business analysis, or operations analytics
- Strong SQL and data visualization skills (Tableau, Looker, Power BI, or similar)
- Proven ability to turn data into business cases and product recommendations
- Strong understanding of customer support operations and contact drivers
- Ability to connect data to real customer and agent experience—not just report metrics
- Strong communication skills to influence stakeholders across product, engineering, and operations
- Experience in FinTech, financial services, or payments is a strong advantage
WHAT SUCCESS LOOKS LIFE FOR YOU
- Clear CSAT drivers and attribution across products and channels
- Increased root cause coverage for top contact drivers
- Strong cost attribution across product portfolios
- More issues resolved through self-service and AI channels
- Consistent measurement of initiative impact (before vs. after)
- Higher percentage of delivered improvements driving measurable CSAT or cost impact
Why join Maya
You'll play a critical role in shaping how we scale customer support—by ensuring we're solving the right problems with the right solutions.
This is an opportunity to work across product, AI, and operations, and directly influence decisions that impact millions of users.
