Job 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:**
- 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