Business Analyst (Fintech)

TL;DR

Business Analyst (Fintech): Overseeing support processes for individual debit products with an accent on metrics, SLA maintenance, and cross-functional collaboration. Focus on identifying pain points, specifying agent tools, and optimizing customer support experiences to ensure seamless debit product functionality.

Location: Remote, hybrid, or onsite in Mexico, Cyprus, Serbia, or Georgia. Relocation support provided to these hubs.

Company

A high-tech fintech company challenging the status quo of incumbent finance through innovative debit and banking solutions.

What you will do

• Oversee support operations for debit cards, savings, deposits, and cashback products.
• Collaborate with designers and engineers to specify changes for agent tools and client interfaces.
• Define and track key support metrics like AHT, contact rate, and CSAT to drive improvements.
• Ensure process transparency through detailed documentation and reporting.
• Partner with product analysts to measure the impact of releases and drive business priorities.
• Identify and remediate gaps in support processes as product features evolve.

Requirements

• 1+ years of experience as a Business Analyst or Product Manager in fintech or consumer digital products.
• Hands-on experience creating multi-screen user flows and interface specifications.
• Ability to independently write structured product requirements and collaborate with technical teams.
• Data-driven mindset with the ability to define analytical tasks and spot dashboard inconsistencies.
• Proven ability to manage projects across multiple teams and deliver on time.
• Fluent English (B2+ level required).

Nice to have

• Experience in Customer Care, Contact Centers, or Customer Service.
• Experience developing internal tools like Telesales, Collections, or Delivery platforms.

Culture & Benefits

• Comprehensive healthcare coverage for employees.
• Education budget for language learning and professional certifications.
• Wellness budget for mental health and fitness activities.
• Flexible work arrangements with options for remote or office-based work.
• 20 days of annual leave plus paid sick leave.
• Supportive, high-tech community with a focus on open communication.