Business Analyst (Fintech)

TL;DR

Business Analyst (Fintech): Managing support processes for debit products to improve customer experience and operational efficiency with an accent on metrics tracking and process optimization. Focus on designing agent tools, defining SLAs, and collaborating with engineering teams to resolve customer pain points.

Location: Worldwide. Flexible work from one of the company's hubs (Mexico, Cyprus, Serbia, Georgia) or remote.

Company

hirify.global is a fintech company providing innovative debit products and financial services.

What you will do

• Oversee support for individual customers using debit products, including cards, savings, deposits, and cashback.
• Define and track key performance metrics such as resolution time, AHT, first contact resolution, and CSAT.
• Collaborate with designers and engineers to specify improvements for agent tools and client-facing interfaces.
• Identify gaps and inefficiencies in support processes and implement continuous improvements.
• Partner with product analysts to measure the impact of releases and campaigns using data.
• Ensure transparency of processes through comprehensive documentation and presentations.

Requirements

• 1+ years of experience as a Business Analyst or Product Manager in fintech, banking, or consumer digital products.
• Hands-on experience creating complex multi-screen user flows.
• Ability to write clear, structured product requirements independently.
• Data-driven mindset with the ability to define tasks for analysts and analyze dashboards.
• Experience in project management across multiple teams with a focus on timely delivery.
• English: B2+ proficiency required.

Nice to have

• Experience in Customer Care, Contact Centers, or Customer Service.
• Experience developing internal products (e.g., Telesales, Collections, Delivery).

Culture & Benefits

• Relocation support for employees and their families to Mexico, Cyprus, Serbia, or Georgia.
• Flexible work arrangements (remote or office-based).
• Comprehensive healthcare coverage.
• Education budget for language lessons, professional training, and certifications.
• Wellness budget for mental health and fitness activities.
• 20 days of annual leave and paid sick leave.