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