Business Analyst Middle [Customer Care]

Join Plata as a Business Analyst in Customer Care, focusing on enhancing customer experiences with debit products. Drive improvements, track metrics, and collaborate with teams to ensure effective support. We are looking for a Business Analyst to join our Customer Care (Debit Products) team — a critical function supporting our customers’ daily financial activities, from purchases and ATM withdrawals to seamless access to funds.

• •Oversee support for individual customers using our debit products.
• •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.
• •Be responsible for Customer Care for debit products (debit cards, savings, deposits, subscriptions, and cashback).
• •Work closely with designers and engineers to specify changes in agent tools and client-facing interfaces.
• •Work closely with debit product and operations teams to promptly update agent processes and interfaces.
• •Take an active part in shaping the debit product metrics tree.
• •Track and improve key support metrics for debit products: AHT, contact rate, first contact resolution, CSAT.
• •Identify gaps and inefficiencies in debit product support processes and improve them.
• •Partner with product analysts to measure the impact of releases and campaigns, and use data to drive priorities.
• •Ensure process transparency through documentation, metrics, and presentations.

• •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.