Product Business Analyst (Operations & Systems)

About the Company We are a fast-growing product company in eSIM and digital roaming for travel. Our platform helps users around the world get mobile internet without plastic SIM cards — quickly, conveniently, and at a fair price. We believe that internal efficiency is just as important as the external product. We build an ecosystem where business logic and technical tools work as one. We need our internal processes to be perfectly tuned and automated to support our rapid global scaling.

About the Role We are looking for a Strong Middle specialist who will act as a bridge between business units and technical implementation. Your main goal is to translate business needs into functional logic and deliver "turnkey" improvements. This is not a management role — it is a position for a technically-savvy operations expert. You are someone who can independently dive into complex SaaS environments, build automations, and bring internal initiatives to a fully operational state.

Responsibilities:

Cross-functional Collaboration

• Analyze bottlenecks, prepare solution options, and lead internal initiatives from idea to launch.

• Partner with Support, CRM, and Engineering; draft high-level requirements for developers when custom solutions are needed.

• Coordinate with team leads to ensure successful adoption of new tools and process changes.

• Document process architecture and create internal manuals for all implemented solutions.

Support Operations

• Fine-tune support toolsets including inbox logic, tagging, SLA rules, roles, and access.

• Build and refine automated workflows, triggers, and bot logic to optimize L1/L2 performance.

• Monitor system health and identify issues within operational mechanics or settings.

• Track the impact of implemented changes on support efficiency and agent experience.

CRM & Communication Infrastructure

• Research and implement solutions for CRM tasks using internal development or external services.

• Manage communications with external vendors and service providers.

• Set up and maintain messaging and email platforms (e.g., SendGrid or similar).

• Enable integrations between services using APIs, webhooks, and no-code/low-code tools.

⚡ Requirements

• Proven experience in deploying and maintaining complex cloud-based platforms with intricate business logic.

• Solid understanding of how APIs and Webhooks work at a power-user level (no coding required).

• Ability to decompose business tasks, formalize requirements, and assess the impact of changes on other teams.

• Strong mediation skills — the ability to align with Support leads and clearly brief the Engineering team.

• A "self-starter" mentality with the ability to learn new software from scratch and propose well-thought-out solutions.

• Russian: C1–Native (for high-quality internal documentation and regulations).

• English: B2–C1 (working proficiency for calls and discussions with international vendors/services)

What We Offer

• 💻 Fully remote format — work from anywhere in the world
• 🌍 An international team that values creativity and initiative
• 🚀 The chance to contribute to a global product with thousands of users worldwide
• 🎨 Real influence on the brand’s visual identity and freedom to launch bold ideas
• 📈 Growth opportunities — we support experiments and continuous learning
• 🤝 Open communication culture without bureaucracy