Customer Support Analyst

The Role

This is your chance to join a high-growth fintech at an early stage and make a real impact. As a Customer Support Analyst, you'll work on a variety of topics that matter to our customers. Notably, you will be the voice of Kota for employers and employees — solving problems with speed and care, and helping shape what great support looks like at scale.

You'll be part of an international team spread across Europe and the Americas — async-friendly, genuinely invested in each other's growth, and built on trust. The bulk of your time will be spent on customer experience and support topics, but with a portion dedicated to compliance operations (KYC/KYB, name screening, and transaction monitoring).

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.

What We're Looking For

• 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.