Kota - Customer Support Analyst
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. • Have Integrity. We care deeply about our why and it won't jeopardise our how. • Care Deeply. Our products are our story — we look at the details and go the extra mile to delight customers. • Own Your Ship. Ask why, do the work, get the data, solve the problem, be an owner. • Raise the Bar. We continuously look to push past good enough. Expect more, move faster, and never stop raising the standard. • Play to Win. We exist because we decided to say no to the norm — now we do this every day.
Responsibilities
• 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.
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
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