Business Analyst Middle [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
• 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.)

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