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

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