Business Analyst Junior+ [Customer Care]
We are looking for a Business Analyst to join our Customer Care (Debit 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 (Debit 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:
- Be responsible for Customer Care for debit products (debit cards, savings, deposits, subscriptions, and cashback): understand where customers struggle and how support can improve their experience
- Work closely with designers and engineers to specify changes in agent tools and client-facing interfaces
- Work closely with debit product and operations teams to promptly update agent processes and interfaces
- Take an active part in shaping the debit product metrics tree. Track and improve key support metrics for debit products: AHT, contact rate, first contact resolution, CSAT
- Identify gaps and inefficiencies in debit product support processes and improve them
- Partner with product analysts to measure the impact of releases and campaigns, and use data to drive priorities
- Ensure process transparency through documentation, metrics, and presentations
What makes you a great fit:
- 1+ years of experience as a Business Analyst / Product Manager in fintech, banking, or consumer digital products
- Hands-on UI experience: experience creating multi-screen user flows, not just making visual tweaks
- Ability to write clear and structured product requirements independently; technically fluent and comfortable collaborating with engineers
- Data-driven mindset: ability to work with data, define tasks for analysts, and spot inconsistencies in dashboards
- Experience in project management across multiple teams; ability to deliver on time and track progress effectively
- Strong critical thinking, proactivity, and ownership mindset
- Fluent English (B2+)
Your bonus skills:
- Experience in Customer Care / Contact Center / Customer Service
- Experience developing internal products (Telesales, Collections, Delivery, etc.)
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, Cyprus, 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
