Kota

Operations Analyst

Kota

full-time

Posted on:

Location Type: Remote

Location: Anywhere in Europe

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About the role

  • 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.

Requirements

  • 1–3 years in a customer-facing role, ideally in Fintech or SaaS.
  • Fluent in English — it's our working language across the whole company, from customer interactions to internal collaboration.
  • Detail-oriented and process-driven, with a knack for following (and improving) structured workflows.
  • Someone who takes ownership, asks questions, and doesn't wait to be told what to do.
  • Comfortable picking up new tools quickly; experience with Intercom or similar is a plus.
  • Openness to learning new concepts, whether that is compliance or otherwise.
Benefits
  • Health Insurance via Kota with a generous allowance
  • Workplace Pension with matched contributions up to 5% via Kota
  • WFH stipend to support your home office setup
  • 25 days of Paid Time Off (PTO)
  • Annual company-wide offsite + dedicated team offsite
  • Attractive stock options for all employees
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supporttroubleshootingcompliance operationsKYB checkscustomer screeningtransaction monitoringstructured workflows
Soft Skills
detail-orientedprocess-drivenownershipproblem-solvingcommunicationadaptabilitycollaboration