Business Analyst Middle (Customer Care)

TL;DR

Business Analyst Middle (Customer Care): Ownership of the debit products customer care stream, making support measurable and driving continuous improvement across debit card, savings, deposits, subscriptions, and cashback. Focus on defining and tracking support metrics (AHT, contact rate, first contact resolution, CSAT), specifying changes to agent tools and client-facing interfaces, and using data to prioritize releases and campaigns.

Location: Worldwide • Hybrid work

Company

hirify.global builds debit products and customer care processes for everyday financial activities.

What you will do

• Own customer care for debit products and identify where customers struggle and how support can improve the experience.
• Define and track key metrics, set SLAs, and maintain high communication standards for debit product support.
• Specify changes in agent tools and client-facing interfaces together with designers and engineers.
• Update agent processes and interfaces with debit product and operations teams to keep support aligned with new features.
• Shape the debit product metrics tree and improve support KPIs (AHT, contact rate, first contact resolution, CSAT).
• Measure impact of releases and campaigns with product analysts and ensure process transparency via documentation, metrics, and presentations.

Requirements

• 1+ years of experience as a Business Analyst / Product Manager in fintech, banking, or consumer digital products.
• Hands-on UI experience creating multi-screen user flows (not only visual tweaks).
• Ability to write clear, structured product requirements independently and collaborate effectively with engineers.
• Data-driven mindset: work with data, define tasks for analysts, and spot inconsistencies in dashboards.
• Experience managing projects across multiple teams and delivering on time with progress tracking.
• English: B2 or higher for effective communication with an international team.

Nice to have

• Experience in Customer Care / Contact Center / Customer Service.
• Experience developing internal products (Telesales, Collections, Delivery, etc.).

Culture & Benefits

• Relocation support to one of the hubs: Mexico, Serbia, or Georgia, with assistance for the employee and their family.
• Flexible work from one of the offices or remote.
• Healthcare coverage.
• Education budget for language lessons, professional training, and certifications.
• Wellness budget for mental health and fitness activity reimbursements.
• Vacation policy: 20 days of annual leave and paid sick leave.