Operations Analyst

This is a fully remote position, open to applicants in Europe.

📋 Description

• Serve as the initial point of contact for both employers and employees, addressing inquiries through Intercom (email and chat) with efficiency, clarity, and care.

• Resolve issues related to platform use, benefits, and payroll — taking ownership of challenges until resolution and escalating as necessary.

• Identify trends in support inquiries and provide insights to enhance our product, documentation, and processes.

• Collaborate closely with Product, Benefits, and Customer Success teams to address complex issues and promote continuous improvement.

• Contribute to our help center and internal knowledge base, facilitating user self-service and ensuring team alignment.

• Assist with compliance operations tasks — including KYB checks, customer screening, and transaction monitoring — following established playbooks and receiving guidance from experienced professionals in the field.

⛳️ Requirements

• 1–3 years of experience in a customer-facing role, preferably in Fintech or SaaS.

• Proficient in English — our primary language for customer interactions and internal collaboration.

• Detail-oriented and process-focused, with a talent for adhering to (and refining) structured workflows.

• A proactive individual who takes ownership, asks questions, and does not wait for instructions.

• Comfortable with quickly learning new tools; familiarity with Intercom or similar platforms is advantageous.

• Willingness to learn new concepts, including compliance and beyond.

🏝️ Benefits

• Health Insurance through Kota with a generous allowance.

• Workplace Pension with matched contributions up to 5% via Kota.

• WFH stipend to assist with your home office setup.

• 25 days of Paid Time Off (PTO).

• Annual company-wide offsite and dedicated team offsite.

• Attractive stock options available for all employees.