About this role
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:
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Become the owner of the debit products stream within the next year
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Make the experience measurable: define and track key metrics (e.g., resolution time, customer satisfaction, error rates), set SLAs, and maintain high communication standards
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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:
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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
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Work with designers and engineers to prepare requirements for changes in agent tools and customer-facing interfaces
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Support collaboration with debit product and operations teams to keep agent processes and interfaces up to date
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Help define, track, and analyze support metrics such as AHT, contact rate, first contact resolution, and CSAT
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Participate in identifying process inefficiencies and support improvement initiatives
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Partner with product analysts to analyze release results and customer behavior
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Maintain clear documentation, process descriptions, and product requirements
What makes you a great fit:
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1+ year of experience as a Business Analyst, Product Manager, or in a similar product role
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Experience in fintech, banking, or digital products is a plus
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Understanding of product development lifecycle and business analysis fundamentals
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Experience writing functional requirements or user stories with guidance from senior teammates
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Ability to communicate effectively with designers, engineers, and business stakeholders
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Analytical mindset and willingness to work with product metrics and data
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Strong curiosity, ownership, and eagerness to learn
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B2 or higher English level for effective communication with an international team
Your bonus skills:
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Experience in Customer Care / Contact Center / Customer Service
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Experience developing internal products (Telesales, Collections, Delivery, etc.)
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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