Business Analyst (Fintech)

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.