Business Analyst Junior+ [Customer Care, Colombia]

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 level for 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