Business Analyst Junior+ [Customer Care] at Platacard

We are looking for a Business Analyst to join our Customer Care (Debit Products) team — a critical function supporting our customers’ daily financial activities, from purchases and ATM withdrawals to seamless access to funds. When issues arise with a debit card or account — such as declined transactions, lost cards, unexpected fees, or technical problems — customers expect prompt, clear, and empathetic support. Their trust in our company depends not only on our features, but also on how professionally and effectively we resolve their issues. As a Business Analyst in Customer Care (Debit Products), you will oversee support for individual customers using our debit products. This role exists to: • Become the owner of the debit products stream within the next year • Make the experience measurable: define and track key metrics (e.g., resolution time, customer satisfaction, error rates), set SLAs, and maintain high communication standards • Drive continuous improvement: identify pain points and opportunities as new debit features launch and customer needs evolve, ensuring that processes and support keep pace Challenges that await you: • Be responsible for Customer Care for debit products (debit cards, savings, deposits, subscriptions, and cashback): understand where customers struggle and how support can improve their experience • Work closely with designers and engineers to specify changes in agent tools and client-facing interfaces • Work closely with debit product and operations teams to promptly update agent processes and interfaces • Take an active part in shaping the debit product metrics tree. Track and improve key support metrics for debit products: AHT, contact rate, first contact resolution, CSAT • Identify gaps and inefficiencies in debit product support processes and improve them • Partner with product analysts to measure the impact of releases and campaigns, and use data to drive priorities • Ensure process transparency through documentation, metrics, and presentations What makes you a great fit: • 1+ years of experience as a Business Analyst / Product Manager in fintech, banking, or consumer digital products • Hands-on UI experience: experience creating multi-screen user flows, not just making visual tweaks • Ability to write clear and structured product requirements independently; technically fluent and comfortable collaborating with engineers • Data-driven mindset: ability to work with data, define tasks for analysts, and spot inconsistencies in dashboards • Experience in project management across multiple teams; ability to deliver on time and track progress effectively • Strong critical thinking, proactivity, and ownership mindset • Fluent English (B2+) Your bonus skills: • Experience in Customer Care / Contact Center / Customer Service • Experience developing internal products (Telesales, Collections, Delivery, etc.) Our ways of working: • Innovative Spirit: A commitment to creativity and groundbreaking solutions • Honest Feedback: valuing open, transparent communication • Supportive Team: a strong, collaborative community • Celebrating Achievements: recognizing our wins together • High-Tech Environment: a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances Our benefits: • Relocation support to one of our hubs — Mexico, Cyprus, Serbia, or Georgia — with assistance for the employee and their family • Flexible work from one of our offices or remote • Healthcare Coverage • Education Budget: Language lessons, professional training and certifications • Wellness Budget: Mental health and fitness activity reimbursements • Vacation policy: 20 days of annual leave and paid sick leave