In CyberCare, we provide best in class customer care for worldwide users of Tesonet products like NordVPN, Surfshark, Saily, NordPass, NordLayer, Incogni and more. Products’ customer base grows fast, and we have created several in-house chatbots & quality assurance tools that help us support this growth and manage loads of customer requests. Now we are looking for a Business Analyst to drive & improve our AI agents solutions. You’ll work closely with Product Owners and tech teams to analyze business needs, optimize automation strategies, and develop customer support efficiency. If you thrive in data-driven decision-making and love shaping the future of AI-driven support, this role is for you!
What You Will Do
Analyze business needs and identify opportunities for automation in customer support.
Research growing business products that need technical solutions for scaling and efficiency.
Use data analytics tools (Looker, Grafana) to track key metrics and provide insights.
Conduct market, competitor research and analysis.
Evaluate existing chatbot and ticketing solutions - performance, bottlenecks, key metrics, and improvements.
Act as the right hand of the Product Owner, helping define roadmaps and strategic direction.
Clearly communicate with tech teams to ensure product vision, goals, and expected outcomes are well understood.
Be involved in AI-driven automation projects and stay curious about new trends in AI.
What We Expect
Strong analytical skills - experience of working with data, dashboards, and performance metrics & knowledge of business analytics, product management, ar/ or automation projects.
Experience with UI/UX, A/B testing, user journeys.
Interest or experience in AI-powered solutions and automation.
Knowledge of Looker & Grafana, or similar data visualization tools.
Experience of documenting business requirements (use cases, user stories, UML/BPMN diagrams, etc).
A clear communicator who can explain business needs in a way that tech teams understand.
Familiarity with Agile methodology and experience working with tech teams.
What We Offer
Career development training - Internal and external events, online training, conferences, 20 working hours per month for IT studies at Turing College, books - everything you need to reach your full potential.
Health benefits -Private health insurance, online workouts or an on-site free gym 24/7, consultations, programs to improve mental health to feel and be your best. For those who seek flexibility and autonomy in their health-related benefits we give a wallet topped up with funds that you can spend across a variety of health and wellness services.
Comfort -Hybrid work, offices based in Vilnius & Kaunas, and the ability to travel the world while working.
Technologies - Work with us and we will deliver the latest advancements in technology, software, and gadgets to optimize and streamline your daily workflow. Also, we will provide you with Nord Security products so you can also secure your personal devices!
Company Events - Regular internal events, quarterly team buildings, OKRs events, workshops & workation trips.
Office Perks & Public Transportation -Fully stocked kitchens, snacks, drinks, pet friendly offices. Also we offer a discount and encourage using public transportation at a lower cost.
Time off - Additional time off for rest, for anniversaries, or to celebrate life’s special moments.
