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