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