# Business Analyst Middle \[Customer Care – Individual Products\] - Company: [Platacard]() - Location: Worldwide - Team: HQ - Posted: July 28, 2026 ## Job description We are looking for a **Business Analyst** to join our **Customer Care (Individual 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 (Individual 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:** * Own Customer Care processes for debit products (debit cards, savings, deposits, subscriptions, and cashback): identify customer pain points and drive improvements * Work closely with designers and engineers to define changes in agent tools and customer-facing interfaces * Partner with debit product and operations teams to ensure support processes evolve together with product changes * Define, track, and improve key support metrics such as AHT, contact rate, first contact resolution, and CSAT * Identify process gaps and inefficiencies and independently drive improvement initiatives * Partner with product analysts to evaluate releases and campaigns, prioritize improvements, and make data-driven decisions * Ensure process transparency through high-quality documentation, metrics, and presentations **What makes you a great fit:** * 3+ years of experience as a Business Analyst or Product Manager in fintech, banking, or consumer digital products * Hands-on experience designing complex multi-screen user flows and internal product interfaces * Ability to independently write clear product requirements and collaborate effectively with engineers * Strong data-driven mindset: comfortable working with metrics, defining analytical tasks, and validating data quality * Experience coordinating initiatives across multiple teams and driving delivery * Strong critical thinking, ownership, and proactive approach to problem solving * B2 or higher English levelfor effective communication with an international team **Your bonus skills:** * Experience in Customer Care / Contact Center / Customer Service * Experience developing internal products (Telesales, Collections, Delivery, etc.) * Experience in fintech products **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, 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 ## Apply [Apply on Platacard]() Canonical job page: