About Us
Hiver is a modern, AI-driven customer service platform used by companies across healthcare, finance, logistics, education, and technology. We help teams deliver fast, human support across email, chat, phone, WhatsApp, and more — without the complexity of legacy helpdesks.
We're a
challenger brand in a category dominated by over-engineered tools. We build software that is simple, powerful, and genuinely helpful; and we operate internally with that same philosophy. If you want meaningful ownership, thoughtful teammates, and work that ships, Hiver is a great place to do it.
Opportunity
The Senior Product Analyst will play a crucial role in helping us transform data using AI into actionable insights that directly shape our product strategy. This position is key to ensuring our product decisions are informed by real user behavior, trends, and market data, driving product innovation and continuous improvement. This role will own the data strategy and systems at Hiver. By collaborating closely with product & other teams, this role will empower us to prioritize features that deliver real value to our customers, measure adoption, optimize user experiences, and ultimately accelerate our growth in a data-driven way. For us this is a high-impact role that requires strong technical skills, deep business acumen, and a passion for solving complex problems.
What will you be working on
Data Analysis And Insights
- Analyze large datasets to extract actionable insights that drive product strategy and decision-making
- Perform cohort analysis, user segmentation, and behavior analysis to identify trends and opportunities for product improvement
Cross-Functional Collaboration
- Work closely with Product Managers to define success metrics for new features and product initiatives. Collaborate with Engineering teams to ensure data accuracy, integrity, and proper instrumentation
- Support Marketing, Sales, and Customer Success teams with data insights to help optimize go-to-market strategies and customer retention efforts
Reporting & Visualisation
- Create and maintain interactive dashboards and reports that provide insights into user behavior, product adoption, and performance metrics
- Use data storytelling to convey insights and recommendations to stakeholders at all levels clearly and compellingly, so that it resonates with both technical and non-technical teams
What are we looking for
- 3+ years of experience in product analytics, data science, or a related field, ideally within a SaaS or technology environment
- Strong problem-solving capabilities, ability to break down ambiguous problems, form hypotheses, and arrive at clear, actionable conclusions
- Understanding of SaaS business models and key metrics, including customer acquisition cost (CAC), customer lifetime value (CLV), churn rate, retention, and product adoption
- Influential communication and the ability to articulate findings to a wide audience through crisp presentations
- Proficiency in SQL and experience with relational databases
- Strong experience with analytics and visualization tools such as Looker, Google Analytics, Tableau, AppScript, and Superset
- Must have hands-on experience with product analytics tools such as Amplitude, Gainsight, or Mixpanel
- Proficiency in using AI tools for data analysis and automation
- Experience in advanced data analysis and statistical modeling
- Experience with customer segmentation, cohort analysis, and lifetime value modeling
- Comfortable working with large datasets and implementing ETL pipelines to ensure data accuracy and consistency
- Previous experience with basic coding/scripting is a must. Understanding how systems communicate with each other via APIs will often come up in your work
- Familiarity with cloud platforms like AWS or Google Cloud for data storage and processing
- Familiarity with HubSpot or similar CRM platforms
