Description

We are looking for a Business Analyst to join our Customer Care team. We are launching a credit product in a new market - and building its customer support from the ground up. The good news: we've already done this successfully in another country, so you won't start from a blank page. You'll adapt a proven model to the new market, guided by experienced colleagues who have been through this launch before.

This role exists to:

• Launch customer support in Colombia and take ownership as it grows
• Make the experience measurable from day one: define and track key metrics (resolution time, contact rate, CSAT), set SLAs, and maintain high communication standards
• Drive continuous improvement: identify pain points as the product scales and customer needs evolve, ensuring that processes and support keep pace

Challenges that await you:

• Take part in launching Customer Care in Colombia: set up CRM tools, workflows, and agent processes, adapting the model proven in our other market
• Work on-site with the operations team: observe how agents handle real cases, spot bottlenecks, and improve processes based on what you see
• Track and improve key support metrics: AHT, contact rate, first contact resolution, CSAT
• Write and maintain product specifications and requirements documentation, updating and restructuring existing docs as the product evolves
• Work closely with Engineering, Design, and Compliance to specify changes in agent tools and client-facing interfaces
• Partner with product analysts to measure the impact of releases and use data to drive priorities
• Communicate with stakeholders to manage priorities, share timelines, and keep everyone informed

What makes you a great fit:

• 1+ years of experience as a Business Analyst in fintech, banking, or consumer digital products
• Experience in gathering and documenting business requirements, with a focus on clarity, usability, and thoughtful system design
• Ability to translate business needs into clear, structured tasks for tech teams and prioritize them
• Experience with BPMN, UML, DFD, or similar notations for visualizing and documenting business processes
• Basic knowledge of SQL
• Basic knowledge of statistics and A/B testing
• Experience in cross-team collaboration
• Genuine interest in credit products and improving customer experience in fintech
• B2 or higher English levelfor effective communication with an international team; Spanish is a great asset, but not mandatory

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 Colombia with assistance for the employee and their family
• Flexible work from our office
• 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