Business Analyst Middle (Customer Care for Antifraud)

Location: Mexico; hybrid work with flexibility to work from the office or remotely. Relocation support to Mexico is available for the employee and family.

Company

hirify.global is a fintech company developing consumer digital financial products and card services.

What you will do

• Establish baseline metrics, quality standards, SLAs, blind spots, repeat contacts, and process leaks across antifraud customer care.
• Run stakeholder interviews and case reviews to identify customer experience, operational, and compliance risks.
• Build and prioritize an improvement backlog across processes, products, and tooling with clear success criteria.
• Lead end-to-end initiatives for high-impact scenarios such as disputed transactions, stolen cards, and additional identity verification.
• Improve communication standards, customer journeys, resolution speed, escalation rates, and manual workload.
• Set up recurring metric monitoring, case and incident reviews, backlog updates, and stakeholder alignment.

Requirements

• 2+ years of experience as a Business Analyst, Product Manager, or Product Owner in fintech, banking, or consumer digital products.
• Experience managing and prioritizing backlogs across multiple teams and stakeholders.
• Hands-on experience creating multi-screen user flows and writing structured product requirements.
• Technical fluency and ability to collaborate effectively with engineers.
• Data-driven approach, including working directly with data, defining analyst tasks, and identifying dashboard errors.
• English at B2 level or higher is required for communication with an international team.

Nice to have

• Experience in Customer Care, Contact Center, Customer Service, or products for internal customers such as Telesales, Collections, or Delivery.

Culture & Benefits

• Creative, innovative, and collaborative working environment.
• Open and transparent communication with honest feedback.
• Flexible work from the office or remotely.
• Healthcare coverage and wellness support.
• Language lessons, professional training, certifications, and an education budget.
• Mental health and fitness reimbursements, 20 days of annual leave, and paid sick leave.