Business Analyst Junior+ [Customer Care – Individual Products, Mexico]

Location: Worldwide

Department: HQ

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:

• 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 efficient
• Work with designers and engineers to prepare requirements for changes in agent tools and customer-facing interfaces
• Support collaboration with debit product and operations teams to keep agent processes and interfaces up to date
• Help define, track, and analyze support metrics such as AHT, contact rate, first contact resolution, and CSAT
• Participate in identifying process inefficiencies and support improvement initiatives
• Partner with product analysts to analyze release results and customer behavior
• Maintain clear documentation, process descriptions, and product requirements

What makes you a great fit:

• 1+ year of experience as a Business Analyst, Product Manager, or in a similar product role
• Experience in fintech, banking, or digital products is a plus
• Understanding of product development lifecycle and business analysis fundamentals
• Experience writing functional requirements or user stories with guidance from senior teammates
• Ability to communicate effectively with designers, engineers, and business stakeholders
• Analytical mindset and willingness to work with product metrics and data
• Strong curiosity, ownership, and eagerness to learn
• 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