Senior Product Operations Analyst

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

📋 Description

• Take charge of the operational launch in the Netherlands, which includes customer support, KYC, and payment operations tailored to the local market.

• Lead and manage relationships with BPO partners, overseeing onboarding, training, quality assurance, and performance evaluations.

• Supervise daily customer operations to ensure that SLAs, volume targets, and service standards are consistently achieved.

• Manage, track, and report on ticketing system metrics, such as average ticket counts, resolution times, and escalations.

• Create and present operational reports featuring key performance indicators.

• Identify opportunities for enhancements, optimizations, and automation of operations in collaboration with internal teams.

• Assist in AI-driven optimization projects for customer support.

• Facilitate communication and escalate issues among internal teams, partners, and external vendors.

⛳️ Requirements

• 5+ years of experience in customer experience and operations.

• Demonstrated experience managing BPO relationships and outsourced support teams.

• Proven experience in launching or scaling operations within a new market or a rapidly growing environment.

• Strong foundation in reporting, including SLAs, ticket volumes, and operational metrics.

• Practical experience with ticketing systems such as Zoho and related measurement reports.

• Excellent problem-solving abilities, communication skills, and stakeholder management proficiency.

• Fluent in both Dutch and English.

• Knowledge of Spanish or Portuguese is a plus.

• Experience in fintech, lending, payments, or startup environments is advantageous.

• Basic SQL skills are a bonus.

• Familiarity with AI-based tools for customer support and optimization is a plus.

🏝️ Benefits

• Eligible team members can participate in R2’s Phantom Share Program, which is a performance-based incentive.

• Enjoy ownership and the chance to make an impact in a dynamic, growth-focused startup.

• Collaborate across functions with outstanding teams.

• Gain exposure to complex regulatory challenges and innovations in embedded finance.