Business Analyst [Customer Care]

As a Business Analyst in Customer Care (Retail), you’ll own the way we support individual customers for our retail products – with a special focus on credit cards. You’ll manage the backlog for Customer Care tools and processes, reduce contact rate, increase speed of support, prevent attrition, and grow into a Product Manager role in the next 1–2 years.

Challenges that await you:

• Be responsible for Customer Care for retail products (credit cards first, then debit cards and investments, cashloans, etc.): understand where customers struggle and how support can improve their experience.

• Manage the Customer Care backlog for retail: collect requests from product teams, operations, risk and other BAs, structure them and turn them into a clear quarterly plan.

• Work closely with designers and engineers to specify changes in agent tools and client-facing interfaces.

• Track and improve key support metrics: AHT, contact rate, first contact resolution, CSAT.

• Take ownership of attrition & saving flows: identify at-risk customers, design retention scenarios (offers, bonuses, proactive outreach) and enable agents to use them easily.

• Partner with product analysts to measure the impact of releases and campaigns and use data to drive priorities.

• Coordinate and mentor other business analysts working on retail products.

• Step by step, take on more product-level responsibility and move towards a full Product Manager role for Customer Care (Retail).

What makes you a great fit:

• 2-4 years of experience as a Business Analyst / Product manager / Product owner in fintech, banking or consumer digital products

• Real experience with backlog management and prioritization across multiple teams and stakeholders

• Hands-on UI experience: created new multi-screen user flows, not just made visual tweaks

• Ability to write clear and structured product requirements independently; technically fluent and comfortable collaborating with engineers

• Data-driven mindset: works directly with data, defines the right tasks for analysts, and can spot dashboard errors

• Experience in project management across multiple teams; delivers on time and tracks progress effectively

• Strong stakeholder management and expectation-setting skills

• A proactive, ownership-driven mindset and a clear ambition to become a Product Manager in the next 1–2 years

• B1 or higher English level for effective communication with an international team

• Nice to have a background in Customer Care / Contact Center / Customer Service or background in developing other products for internal customers (Telesales, Collection, Delivery, etc.)

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, Cyprus, Spain, Serbia, or Kazakhstan — 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