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