Product Analyst (Order Experience)

Joom is a global cross-border marketplace where millions can find anything they want at fair prices. Joom helps consumers to make shopping easy and entertaining and provides access to interesting and unique goods from around the world.

Joom is one of the key businesses of Joom Group, an international group of tech-centric group of e-commerce companies founded in 2016 in Latvia. Joom Group also includes other businesses: JoomPro, the first and only end-to-end cross-border B2B marketplace; JoomPulse, an AI analytics tool for Mercado Livre sellers; and Onfy, a pharmaceutical marketplace in Germany. Joom Group has offices in Latvia, China, Germany, and Brazil, with its headquarters in Lisbon, Portugal. We work as one international team, sharing knowledge and collaborating across countries, businesses and products.

We’re looking for an analyst for Order Experience – the area responsible for the user experience from the moment an order is placed: payment and the user’s journey in the app after purchase.

Here, analytics directly affects both the user experience and the business economics: how easy it is to pay for a purchase, how quickly a customer’s issue gets resolved, and how much that resolution costs the company.

You’ll work with the Product, Payments, Billing, and Support teams: together with managers, engineers, support specialists, and the finance team, you’ll identify opportunities for improvement, test hypotheses, and see them through to implementation. To do this, we have a mature internal A/B testing platform, a set of MCP tools and AI agents for analytical tasks, high-quality data in BigQuery and Spark, and transparent data preparation processes built on Airflow and dbt.

This role is a great fit for someone who enjoys proactively proposing changes, taking part in setting priorities, and seeing the results of their work in the product and in business metrics.

Responsibilities

• Improving checkout and the post-purchase experience. Identifying the reasons that prevent users from completing payment, and testing hypotheses that make this journey simpler

• Developing AI support. Working with the team to improve AI Chat: finding scenarios for automation, and assessing the quality of user problem resolution and the impact on the business

• Improving the support contact experience. Researching the user journey from ticket creation to problem resolution, agent performance, and refund decision-making

• Increasing operational efficiency. Forecasting support workload, improving the automatic refund model, and finding opportunities to reduce costs while maintaining service quality

• Designing and analyzing A/B tests. Helping teams choose metrics and experiment designs, interpret results, and automate analysis.

• Developing the metrics system. Making payments, billing, and support metrics clear and useful for decision-making, and investigating changes and anomalies

• Influencing team priorities. Identifying growth opportunities, estimating the potential impact of initiatives, and helping decide where it’s worth investing time

• Enabling teams to work with data independently. Preparing data for AI tools and automating repetitive analysis so that colleagues can answer basic questions on their own

Requirements

• Strong SQL and Python skills for data analysis and automation

• A solid understanding of mathematical statistics and hands-on experience with A/B testing – from forming a hypothesis to drawing conclusions and making recommendations

• Experience applying AI in analytical work: the ability to integrate it into everyday tasks, verify its outputs, and find new opportunities for automation

• Independence and an interest in the business: the ability to dig into a problem, propose hypotheses, and connect analysis results to a specific decision

• The ability to explain complex topics clearly to colleagues with different backgrounds — from engineers to support, finance, and legal specialists

• The ability to manage work for multiple stakeholders: making priorities transparent, agreeing on scope and timelines, and justifiably deprioritizing less important tasks

Preferred

• Experience in e-commerce, payments, support, or operations automation

• Building your own AI tools and agents for data analysis

We offer

• Compensation package: base salary and performance-based bonuses

• Office-first: flexible hours with a possibility to work remotely 52 days per year

• Care & Wellbeing: health insurance (including dental care) for employees and their children, daily meal allowance, and 100% paid sick leave

• Relocation Support: full assistance for a smooth relocation for the employees and their family

• AI-first approach: licenses and access to a wide range of AI tools

• Team & Growth: collaboration with colleagues across Portugal, Brazil, Latvia and China, with opportunities for promotions, professional trainings, and English & Portuguese courses

• Community & Engagement: annual team building activities, knowledge-sharing workshops, and a strong sense of team work