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

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• Innovative Spirit: A commitment to creativity and groundbreaking solutions
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• Honest Feedback: valuing open, transparent communication
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• Supportive Team: a strong, collaborative community
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• Celebrating Achievements: recognizing our wins together
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• High-Tech Environment: a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances

Our benefits

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• Relocation support to Colombia with assistance for the employee and their family
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• Flexible work from our office
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Healthcare Coverage

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• Education Budget: Language lessons, professional training and certifications
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• Wellness Budget: Mental health and fitness activity reimbursements
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• Vacation policy: 20 days of annual leave and paid sick leave