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.
This is not a reporting or dashboarding role. We need someone who uses data to drive product discussions — not someone who builds dashboards and waits for others to act on them.
If you're passionate about influencing what gets built and using data to make your case, this role is for you.
WHAT YOU'LL DO
Drive product prioritization through data
- Uncover insights across product, chatbot, and support data, and turn 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 for investment decisions — quantify the cost of inaction and the expected ROI of proposed improvements
- Build cost attribution models that make each product's support burden visible and create accountability across the organization
Influence product and self-service improvements
- Identify opportunities to reduce support demand through better product design, clearer flows, proactive communication, and self-service
- Socialize findings with product managers across the organization and make the data-backed case for upstream product changes
- Track the impact of shipped improvements and build momentum through measurable results
Uncover root causes across product flows
- Analyze data across product usage, chatbot interactions, and support channels to understand why customers need help—across all products and customer segments
- Connect in-product journeys, error states, and drop-off points to support outcomes—identify patterns, not just symptoms
- Build and maintain a structured contact reason taxonomy that is specific enough to be actionable by product and engineering teams
- Track repeat contact patterns to distinguish between product gaps vs. support gaps
Own metrics and measurement
- Define and evolve the team's metrics framework—including identifying leading indicators that predict CSAT movement, resolution breakdowns, or cost shifts before they show up in lagging metrics
- Ensure the team and leadership have visibility into what's working and what isn't—through dashboards, business reviews, or direct recommendations
- Measure outcomes of initiatives and close the loop on whether changes delivered the expected results
Work cross-functionally
- Partner closely with Customer Service Group (CSG), Product, AI, and Data teams
- Ensure recurring issues are surfaced to the right product owners with clear context—volume, cost, impact, and root cause
- Own the feedback loop between support operations and product teams
WHAT WE'RE LOOKING FOR
- Proven track record of influencing product roadmaps or prioritization through data-backed recommendations
- Strong product thinking: you go beyond surfacing problems to proposing solutions and identifying the right resolution path
- 5+ years in product analytics or similar role
- Strong SQL and data visualization skills (Tableau, Looker, Power BI, or similar)
- Proven ability to turn data into business cases and product recommendations
- 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
- Product teams act on your analysis — you can point to shipped product changes that came from your recommendations
- Product owners understand and own their support cost burden because you made it visible and undeniable
- Top contact drivers have documented root causes with clear, actionable recommendations
- More customer issues are resolved through self-service and AI channels, driven by improvements you identified
- Every major initiative has a before-and-after measurement that proves whether it worked
- Your recommendations consistently lead to measurable CSAT and/or cost improvements
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.
