TL;DR

Business Analyst (Fintech): Own and improve Customer Care support for retail products, focusing on credit cards, managing backlogs, and enhancing support metrics with an accent on customer retention and data-driven prioritization. Focus on coordinating cross-functional teams, mentoring analysts, and evolving into a Product Manager role.

Location: Flexible work from one of the offices or remote with relocation support to Mexico, Cyprus, Spain, Serbia, or Kazakhstan

Company

%hirify_global% is a fintech product company focused on innovative financial solutions and customer care for retail products.

What you will do

Own Customer Care for retail products, starting with credit cards and expanding to other financial products.
Manage and prioritize the Customer Care backlog across multiple teams and stakeholders.
Collaborate with designers and engineers to specify improvements in agent tools and client interfaces.
Track and improve key support metrics such as AHT, contact rate, first contact resolution, and CSAT.
Design and implement retention scenarios to reduce attrition and support agents effectively.
Coordinate and mentor other business analysts and gradually take on product management responsibilities.

Requirements

English: B1 or higher for effective communication with an international team
2-4 years experience as Business Analyst, Product Manager, or Product Owner in fintech, banking, or consumer digital products.
Experience with backlog management, prioritization, and writing clear product requirements.
Data-driven mindset with ability to work directly with data and define analyst tasks.
Strong stakeholder management and project management skills.
Proactive ownership mindset with ambition to become a Product Manager within 1-2 years.

Nice to have

Background in Customer Care, Contact Center, or internal customer product development (Telesales, Collection, Delivery).

Culture & Benefits

Relocation support to hubs in Mexico, Cyprus, Spain, Serbia, or Kazakhstan including family assistance.
Flexible work options: remote or office-based.
Healthcare coverage and wellness budget for mental health and fitness.
Education budget for language lessons, professional training, and certifications.
20 days annual leave plus paid sick leave.
Supportive, innovative, and high-tech work environment with open communication.