Description

You will own the debit products support stream, define and track key metrics, drive continuous improvement, and collaborate with product teams to enhance customer experience.

Requirements

• 1+ years experience as Business Analyst / Product Manager in fintech, banking, or digital products
• Hands-on UI experience creating multi-screen user flows
• Ability to write clear product requirements and collaborate with engineers
• Data-driven mindset, able to work with data and define tasks for analysts
• Fluent English (B2+)

Responsibilities

• Own Customer Care for debit products (debit cards, savings, deposits, subscriptions, cashback)
• Define and track key support metrics: AHT, contact rate, first contact resolution, CSAT
• Identify gaps and improve debit product support processes
• Specify changes in agent tools and client-facing interfaces with designers and engineers
• Ensure process transparency through documentation, metrics, and presentations