Business Analyst Middle [Customer Care]

We are looking for a Business Analys t 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