Business Analyst Junior+ [Customer Care]

<p class="p1"><span class="s1">We are looking for a <strong>Business Analys</strong>t to join our <strong>Customer Care (Debit Products) team</strong> — a critical function supporting our customers’ daily financial activities, from purchases and ATM withdrawals to seamless access to funds. </span>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.</p> <p class="p1">&nbsp;</p> <p data-start="641" data-end="775">As a Business Analyst in Customer Care (Debit Products), you will oversee support for individual customers using our debit products.</p> <p data-start="641" data-end="775">&nbsp;</p> <p><strong>This role exists to:<br></strong></p> <ul> <li>Become the owner of the debit products stream within the next year</li> <li>Make the experience measurable: define and track key metrics (e.g., resolution time, customer satisfaction, error rates), set SLAs, and maintain high communication standards</li> <li>Drive continuous improvement: identify pain points and opportunities as new debit features launch and customer needs evolve, ensuring that processes and support keep pace</li> </ul> <p><strong data-renderer-mark="true">Challenges that await you:</strong></p> <ul> <li>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</li> <li>Work closely with designers and engineers to specify changes in agent tools and client-facing interfaces</li> <li>Work closely with debit product and operations teams to promptly update agent processes and interfaces</li> <li>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</li> <li>Identify gaps and inefficiencies in debit product support processes and improve them</li> <li>Partner with product analysts to measure the impact of releases and campaigns, and use data to drive priorities</li> <li>Ensure process transparency through documentation, metrics, and presentations</li> </ul> <p data-renderer-start-pos="6102"><strong data-renderer-mark="true">What makes you a great fit:</strong></p> <ul> <li data-renderer-start-pos="6102">1+ years of experience as a Business Analyst / Product Manager in fintech, banking, or consumer digital products</li> <li data-renderer-start-pos="6102">Hands-on UI experience: experience creating multi-screen user flows, not just making visual tweaks</li> <li data-renderer-start-pos="6102">Ability to write clear and structured product requirements independently; technically fluent and comfortable collaborating with engineers</li> <li data-renderer-start-pos="6102">Data-driven mindset: ability to work with data, define tasks for analysts, and spot inconsistencies in dashboards</li> <li data-renderer-start-pos="6102">Experience in project management across multiple teams; ability to deliver on time and track progress effectively</li> <li data-renderer-start-pos="6102">Strong critical thinking, proactivity, and ownership mindset</li> <li>Fluent English (B2+)</li> </ul> <p data-renderer-start-pos="6259"><strong data-renderer-mark="true">Your bonus skills:</strong></p> <ul> <li>Experience in Customer Care / Contact Center / Customer Service</li> <li>Experience developing internal products (Telesales, Collections, Delivery, etc.)</li> </ul> <p data-renderer-start-pos="6325"><strong data-renderer-mark="true">Our ways of working:</strong></p> <ul class="ak-ul" data-indent-level="1"> <li> <p data-renderer-start-pos="6349"><strong data-renderer-mark="true">Innovative Spirit:</strong> A commitment to creativity and groundbreaking solutions</p> </li> <li> <p data-renderer-start-pos="6427"><strong data-renderer-mark="true">Honest Feedback: </strong>valuing open, transparent communication</p> </li> <li> <p data-renderer-start-pos="6487"><strong data-renderer-mark="true">Supportive Team:</strong> a strong, collaborative community</p> </li> <li> <p data-renderer-start-pos="6541"><strong data-renderer-mark="true">Celebrating Achievements: </strong>recognizing our wins together</p> </li> <li> <p data-renderer-start-pos="6600"><strong data-renderer-mark="true">High-Tech Environment: </strong>a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances</p> </li> </ul> <p data-renderer-start-pos="6731"><strong data-renderer-mark="true">Our benefits:</strong></p> <ul class="ak-ul" data-indent-level="1"> <li> <p data-renderer-start-pos="6748"><strong data-renderer-mark="true">Relocation support</strong> to one of our hubs — Mexico, Serbia, or Georgia — with assistance for the employee and their family</p> </li> <li> <p data-renderer-start-pos="6888"><strong data-renderer-mark="true">Flexible work</strong> from one of our offices or remote</p> </li> <li> <p data-renderer-start-pos="6939"><strong data-renderer-mark="true">Healthcare Coverage</strong></p> </li> <li> <p data-renderer-start-pos="6962"><strong data-renderer-mark="true">Education Budget:</strong> Language lessons, professional training and certifications</p> </li> <li> <p data-renderer-start-pos="7042"><strong data-renderer-mark="true">Wellness Budget:</strong> Mental health and fitness activity reimbursements</p> </li> <li> <p data-renderer-start-pos="7112"><strong data-renderer-mark="true">Vacation policy:</strong> 20 days of annual leave and paid sick leave</p> </li> </ul>