Operations Analyst - Remote Role in High-Growth Fintech

About the Role

We are seeking an Operations Analyst to join our dynamic team at Kota, a high-growth fintech company. This is a fantastic opportunity for a motivated individual looking to make a real impact in a remote role. As an Operations Analyst, you will be the voice of Kota for employers and employees, ensuring a seamless experience while working remotely across Europe.

What You'll Do

• 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.

Nice to Have

• Experience in a fast-paced startup environment.
• Knowledge of compliance regulations and practices.
• Familiarity with customer support tools and methodologies.

What We Offer

• 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.