We are looking for aBusiness Analystto join ourCustomer 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 yearMake the experience measurable: define and track key metrics (e.g., resolution time, customer satisfaction, error rates), set SLAs, and maintain high communication standardsDrive continuous improvement: identify pain points and opportunities as new debit features launch and customer needs evolve, ensuring that processes and support keep paceChallenges that await you:Help improve the Customer Care experience for debit products (debit cards, savings, deposits, subscriptions, and cashback): analyze customer issues and identify opportunities to make support more efficientWork with designers and engineers to prepare requirements for changes in agent tools and customer-facing interfacesSupport collaboration with debit product and operations teams to keep agent processes and interfaces up to dateHelp define, track, and analyze support metrics such as AHT, contact rate, first contact resolution,



and CSATParticipate in identifying process inefficiencies and support improvement initiativesPartner with product analysts to analyze release results and customer behaviorMaintain clear documentation, process descriptions, and product requirementsWhat makes you a great fit:1+ year of experience as a Business Analyst, Product Manager, or in a similar product roleExperience in fintech, banking, or digital products is a plusUnderstanding of product development lifecycle and business analysis fundamentalsExperience writing functional requirements or user stories with guidance from senior teammatesAbility to communicate effectively with designers, engineers, and business stakeholdersAnalytical mindset and willingness to work with product metrics and dataStrong curiosity, ownership, and eagerness to learnB2 or higher English level for effective communication with an international teamYour bonus skills:Experience in Customer Care / Contact Center / Customer ServiceExperience developing internal products (Telesales, Collections, Delivery, etc.)Experience in fintech productsOur ways of working:Innovative Spirit:A commitment to creativity and groundbreaking solutionsHonest Feedback:valuing open, transparent communicationSupportive Team:a strong, collaborative communityCelebrating Achievements:recognizing our wins togetherHigh-Tech Environment:a team full of smart and revolutionary people who date to challenge the status quo of incumbent financesOur benefits:Relocation supportto one of our hubs — Mexico, Serbia, or Georgia — with assistance for the employee and their familyFlexible workfrom one of our offices or remoteHealthcare CoverageEducation Budget:Language lessons, professional training and certificationsWellness Budget:Mental health and fitness activity reimbursementsVacation policy:20 days of annual leave and paid sick leave

📌 Business Analyst Junior+ [Customer Care - Individual Products, Mexico] (México)
🏢 Plata Card
📍 México