Kota

Operations

• Be the first point of contact for employers and employees, resolving queries via Intercom (email and chat) with speed, clarity, and care.
• Troubleshoot issues across platform usage, benefits, and payroll — owning problems through to resolution and escalating where needed.
• Spot patterns in support queries and feed insights back to improve our product, documentation, and processes.
• Work closely with Product, Benefits, and Customer Success teams to resolve complex issues and drive continuous improvement.
• Contribute to our help centre and internal knowledge base, making it easier for users to self-serve and for teammates to stay aligned.
• Support compliance operations tasks — including KYB checks, customer screening, and transaction monitoring — following defined playbooks and with guidance from experienced professionals in this space.

Operations Analyst

Account Manager

• New Carrier Relationship Development: Identify, engage, and contract with insurance carriers and brokers across the Asia-Pacific region, expanding Kota's in-country proposition availability through like-minded, commercially-aligned partnerships.
• Relationship Building: Act as a key liaison with broker partners, supporting deeper, long-term collaboration and alignment, ensuring that they meet our service level expectations.
• Market Expansion Support: Research providers, ecosystems, and regulatory environments across the Asia-Pacific region to inform market entry strategy and partner selection.
• Operational Excellence: Maintain accurate records, dashboards, and reporting to keep stakeholders aligned and informed.
• Knowledge Management: Develop and refine playbooks, processes, and best practices to ensure scalable growth.
• Post Launch Reviews: Gather partner and client feedback, distilling lessons learned into actionable improvements.
• Business Continuity Planning: Help design, document, and operationalise BCP frameworks to safeguard service delivery across markets.
• Partnership Governance: Coordinate and participate in partner governance forums, ensuring actions, risks, and outcomes are well-documented and tracked.

Expansion & Partnerships Associate, APAC

Customer Success Manager

• Own customer outcomes and retention across a portfolio of SMB and mid-market customers, ensuring they are live, activated, and consistently seeing value from the platform.
• Act as a trusted partner on benefits operations, platform usage, and best practice, working closely with Benefits and CX to proactively manage renewals and reduce churn risk.
• Drive account growth and expansion by identifying upsell and cross-sell opportunities across benefits, geographies (UK & Ireland), and use cases.
• Build and maintain clear account plans that cover goals, risks, health signals, renewal timelines, and expansion opportunities, with accurate forecasting.
• Own account health and escalations, coordinating resolution across Customer Experience, Product, and Benefits while monitoring usage, engagement, and operational complexity.
• Champion the voice of the customer, turning feedback into structured insights that inform product priorities, success metrics, and the future shape of Customer Success at Kota.

• Set up new employer schemes across multiple jurisdictions.
• Facilitate application processing between employers, employees, and insurance providers.
• Update and maintain CRM and internal systems to ensure accurate data and smooth onboarding.
• Map existing workflows and identify bottlenecks and opportunities for improvement.
• Develop strategies to automate repetitive operational processes.
• Collaborate with engineering and product teams to implement scalable process improvements.
• Work closely with employers and insurance providers to ensure smooth annual renewals.
• Partner with Customer Success to refine renewal processes and improve customer experience.
• Identify opportunities to make renewals faster, more reliable, and transparent.
• Process policy changes including joiners, leavers, dependents, cancellations, and amendments.
• Coordinate across internal teams and external providers to ensure changes are handled accurately and efficiently.
• Help streamline and automate policy event workflows as the company scales.
• Act as a first line of investigation for customer benefit and policy-related queries.
• Liaise with insurers and providers to resolve escalations and clarify policy details.
• Own issue resolution end-to-end, ensuring customers receive clear updates throughout.
• Track recurring issues and proactively suggest improvements to reduce repeat queries.
• Maintain high-quality internal documentation and support consistent processes.
• Identify customer-impacting trends and provide feedback to Product and Engineering teams.

Benefits Operations Coordinator

Engineer

• Partner with our customers’ engineering teams to integrate Kota’s SDKs and APIs into their platforms.
• Translate customer needs into scalable, production-ready solutions.
• Contribute to Kota’s product by building internal tools, writing reusable code, and identifying opportunities to improve APIs and SDKs.
• Work closely with Product, Engineering, and Customer Success teams to ensure successful deployments.
• Act as the technical voice of the customer - shaping features and roadmap decisions.
• Debug complex issues across multiple systems, APIs, and data flows.

Operations Analyst

Expansion & Partnerships Associate, APAC

Customer Success Manager

Benefits Operations Coordinator

Forward Deployed Engineer