Business Analyst Junior+ [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: - Help improve the Customer Care experience for debit products (debit cards, savings, deposits, subscriptions, and cashback): analyze customer issues and identify opportunities to make support more efficient - Work with designers and engineers to prepare requirements for changes in agent tools and customer-facing interfaces - Support collaboration with debit product and operations teams to keep agent processes and interfaces up to date - Help define, track, and analyze support metrics such as AHT, contact rate, first contact resolution, and CSAT - Participate in identifying process inefficiencies and support improvement initiatives - Partner with product analysts to analyze release results and customer behavior - Maintain clear documentation, process descriptions, and product requirements What makes you a great fit: - 1+ year of experience as a Business Analyst, Product Manager, or in a similar product role - Experience in fintech, banking, or digital products is a plus - Understanding of product development lifecycle and business analysis fundamentals - Experience writing functional requirements or user stories with guidance from senior teammates - Ability to communicate effectively with designers, engineers, and business stakeholders - Analytical mindset and willingness to work with product metrics and data - Strong curiosity, ownership, and eagerness to learn - 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