Business Analyst (Customer Care)

TL;DR

Business Analyst (Customer Care): Developing quality management and customer retention capabilities within the support organization with an accent on process optimization, metric analysis, and operational workflow design. Focus on investigating root causes, validating hypotheses, and collaborating with cross-functional teams to improve CSAT and agent effectiveness.

Location: Hybrid work in Mexico. Relocation support to Mexico is provided for the employee and their family.

Company

A fintech company challenging the status quo of incumbent finances through innovation and a high-tech environment.

What you will do

• Analyze quality, retention, and operational performance metrics to identify improvement opportunities.
• Investigate process inefficiencies and customer pain points to formulate and validate hypotheses.
• Translate business needs into clear requirements, user stories, and specifications for development teams.
• Collaborate with Quality Analytics, Training, Product, and Engineering to drive operational effectiveness.
• Design and improve internal tools, CRM workflows, and agent-facing interfaces.
• Measure the impact of product and process changes on key customer and operational metrics.

Requirements

• 1–2 years of experience in Business Analysis.
• Bachelor's degree in Engineering, Mathematics, Computer Science, Economics, or a related quantitative field.
• English: B2 level or higher required for international communication.
• Spanish: Willingness to reach B1 level within 1–1.5 years.
• Strong analytical, structured thinking, and stakeholder management skills.
• Ability to work effectively in a highly ambiguous and fast-changing environment.

Nice to have

• Experience working with data and performance metrics.
• Familiarity with statistics, probability theory, and hypothesis testing.

Culture & Benefits

• Relocation support to Mexico for the employee and their family.
• Healthcare coverage.
• Education budget for language lessons, training, and certifications.
• Wellness budget for mental health and fitness activities.
• 20 days of annual leave plus paid sick leave.
• Collaborative, innovative team environment with a focus on transparent feedback.