Description
We are looking for a Business Analyst to join our Customer Care (Individual Products) team — a critical function supporting our customers’ daily financial activities, from purchases and ATM withdrawals to seamless access to funds. When issues arise with a debit card or account — such as declined transactions, lost cards, unexpected fees, or technical problems — customers expect prompt, clear, and empathetic support. Their trust in our company depends not only on our features, but also on how professionally and effectively we resolve their issues.
As a Business Analyst in Customer Care (Individual Products), you will oversee support for individual customers using our debit products.
This role exists to:
- Become the owner of the debit products stream within the next year
- Make the experience measurable: define and track key metrics (e.g., resolution time, customer satisfaction, error rates), set SLAs, and maintain high communication standards
- Drive continuous improvement: identify pain points and opportunities as new debit features launch and customer needs evolve, ensuring that processes and support keep pace
Challenges that await you:
- Own Customer Care processes for debit products (debit cards, savings, deposits, subscriptions, and cashback): identify customer pain points and drive improvements
- Work closely with designers and engineers to define changes in agent tools and customer-facing interfaces
- Partner with debit product and operations teams to ensure support processes evolve together with product changes
- Define, track, and improve key support metrics such as AHT, contact rate, first contact resolution, and CSAT
- Identify process gaps and inefficiencies and independently drive improvement initiatives
- Partner with product analysts to evaluate releases and campaigns, prioritize improvements, and make data-driven decisions
- Ensure process transparency through high-quality documentation, metrics, and presentations
What makes you a great fit:
- 3+ years of experience as a Business Analyst or Product Manager in fintech, banking, or consumer digital products
- Hands-on experience designing complex multi-screen user flows and internal product interfaces
- Ability to independently write clear product requirements and collaborate effectively with engineers
- Strong data-driven mindset: comfortable working with metrics, defining analytical tasks, and validating data quality
- Experience coordinating initiatives across multiple teams and driving delivery
- Strong critical thinking, ownership, and proactive approach to problem solving
- B2 or higher English level for effective communication with an international team
Your bonus skills:
- Experience in Customer Care / Contact Center / Customer Service
- Experience developing internal products (Telesales, Collections, Delivery, etc.)
- Experience in fintech products
Our ways of working:
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Innovative Spirit: A commitment to creativity and groundbreaking solutions
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Honest Feedback: valuing open, transparent communication
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Supportive Team: a strong, collaborative community
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Celebrating Achievements: recognizing our wins together
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High-Tech Environment: a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances
Our benefits:
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Relocation support to one of our hubs — Mexico, Serbia, or Georgia — with assistance for the employee and their family
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Flexible work from one of our offices or remote
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Healthcare Coverage
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Education Budget: Language lessons, professional training and certifications
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Wellness Budget: Mental health and fitness activity reimbursements
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Vacation policy: 20 days of annual leave and paid sick leave
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