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Remote work is possible, preferred time zones GMT+4 to GMT+10
We’re looking for a structured and proactive Process Analyst to join our Customer Service team and take ownership of how we support customers within our Credit products.
Your role will combine analytical thinking, operational clarity, and cross-team collaboration to ensure our loan service is reliable, scalable, and continuously improving.
As our credit business grows, you’ll be the key link between Product, Operations, and CS – ensuring that every new feature, rule, or policy is translated into user-oriented customer service processes.
Key responsibilities:
🧭 Process Design & Documentation
Map and document how customer requests are handled (by agents or bots)
Create and maintain step-by-step flows and BPMN diagrams for core and edge cases
Ensure clarity, accuracy, and relevance of all processes over time
🚀 Launch & Change Readiness
Be responsible for preparing the Customer Service team for new product launches, policy updates, and new tools
Translate business/product changes into concrete CS actions (scripts, macros, workflows)
Build project plans, align with other teams, and ensure timely implementation
Proactively surface risks or blockers and work across teams to resolve them
📊 Execution & Quality Control
Monitor if requests are handled as designed
Track key metrics (handling time, satisfaction, process adherence)
Identify root causes for deviations and address them with relevant teams
🔁 Continuous Improvement & Alignment
Propose and drive changes to simplify or improve customer processes
Sync with Business, Product, Training, and QA to ensure alignment
Collaborate with Data Analysts to measure the impact of improvements
What we expect from candidate:
2+ years of experience in business analysis, process design, service operations or project coordination (background in Customer Support will be a huge plus)
Prior experience in fast-paced environments (e.g., fintech, tech, BPO, e-commerce)
Proficient in BPMN and tools like Lucidchart, Draw.io
Strong project coordination and stakeholder management skills
Fluent English (written and spoken), at least from B1+
Analytical, structured, and detail-oriented mindset
Experience working across multiple teams or departments