Process Analyst

We are looking for a structured and proactive Process Analyst to join our Customer Service team and help build clarity and readiness in how we support our users. As our products and processes grow more complex, your role will be key in ensuring Customer Service is always prepared, responsive, and scalable.

You’ll work closely with cross-functional partners across product, operations, training, QA, and data, transforming complexity into clear flows, launching support for new features, and driving continuous improvement. If you enjoy untangling processes and making things work better at scale, we’d love to meet you.

Key responsibilities:

Process Design & Documentation

1. Map and document how customer requests are handled (by agents or bots)
2. Create and maintain step-by-step flows and BPMN diagrams for core and edge cases
3. Ensure clarity, accuracy, and relevance of all processes over time

Launch & Change Readiness

1. Be responsible for preparing the Customer Service team for new product launches, policy updates, and new tools
2. Translate business/product changes into concrete CS actions (scripts, macros, workflows)
3. Build project plans, align with other teams, and ensure timely implementation
4. Proactively surface risks or blockers and work across teams to resolve them

Execution & Quality Control

1. Monitor if requests are handled as designed
2. Track key metrics (handling time, satisfaction, process adherence)
3. Identify root causes for deviations and address them with relevant teams

Continuous Improvement & Alignment

1. Propose and drive changes to simplify or improve customer processes
2. Sync with Business, Product, Training, and QA to ensure alignment
3. Collaborate with Data Analysts to measure the impact of improvements

What You’ll Need to Succeed:

1. Bachelor’s degree in Business, Operations, Engineering, or a related field
2. 2+ years of experience in process design, service operations, or project coordination
3. Prior experience in fast-paced environments (e.g., fintech, tech, BPO, e-commerce)
4. Proficient in BPMN and tools like Lucidchart, Draw.io
5. Strong project coordination and stakeholder management skills
6. Fluent English (written and spoken)
7. Analytical, structured, and detail-oriented mindset
8. Experience working across multiple teams or departments

Why would it be cool to work with us?

What we create

1. Modern banking services for millions of Filipinos
2. Cutting-edge solutions based on the best world practices and AI implementation
3. Licensed neobank aiming to be a unicorn and leading fintech in the fast-growing region of Southeast Asia
4. A business capable of raising over $60MM from the ADQ (the sovereign wealth fund of Abu Dhabi), World Bank Group and other investors despite the challenging market
5. An environment that allows you to launch new products in 3-4 months
6. A basis for expanding into new markets all over the world

What we get

1. A passionate international team spanning the globe
2. Rapid professional growth. Merit (and merit only) rules the day
3. Reward for performance and long-term success of Salmon
4. Fast track to grow internationally
5. New office in Manila, Philippines
6. Relocation support for eligible candidates
7. Remote (from +4 GMT and to ****+10 GMT) and hybrid options (in Manila)
8. Medical insurance, health and wellness benefits
9. A program of events and activities both online and in person