Business Analyst Junior+ [Customer Care, Colombia]
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Overview
Join Plata as a Junior Business Analyst in Customer Care to launch a credit product in Colombia. Adapt proven models, track key metrics, and drive continuous improvement in customer support. 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.
What you'll do
- •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
- •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
Conditions
- •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