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 fo

📌 Business Analyst Junior+ [Customer Care, Colombia]
🏢 Stryker
📍 Colombia