Business Analyst Middle [Customer Care – Individual Products]

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: • Innovative Spirit: A commitment to creativity and groundbreaking solutions • Honest Feedback: valuing open, transparent communication • Supportive Team: a strong, collaborative community • Celebrating Achievements: recognizing our wins together • High-Tech Environment: a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances Our benefits: • Relocation support to one of our hubs — Mexico, Serbia, or Georgia — with assistance for the employee and their family • Flexible work from one of our offices or remote • Healthcare Coverage • Education Budget: Language lessons, professional training and certifications • Wellness Budget: Mental health and fitness activity reimbursements • Vacation policy: 20 days of annual leave and paid sick leave