About Us

We are a fast-growing FinTech startup that's transforming the way people manage and pay bills. Our mission is to empower individuals to build a healthier relationship with their finances, starting with their everyday bills. Since our launch in 2018, we have helped thousands of people across the U.S. and Australia. If you're passionate about problem solving, working in fast-paced environments, and delivering exceptional customer experiences—we want to hear from you.

Role Overview

We are looking for a proactive and versatile Operations Analyst to join our Operations team. This is a high-impact role for someone who thrives in ambiguity, enjoys both tactical execution and strategic thinking, and wants to help scale operations at a high-growth company.

This role will be 70–80% focused on day-to-day execution, especially within customer service and support operations, ensuring that our systems, workflows, and team are set up to deliver a seamless customer experience. The remaining 20–30% will be dedicated to owning one strategic initiative at a time—typically focused on scaling, automation, or CX improvement.

The ideal candidate is detail-oriented, fast on their feet, and a strong communicator who can work cross-functionally to get things done. You will report directly to our Chief of Staff, and work closely with our Ops Managers and cross-functional stakeholders in Product, Growth and Risk.

Key Responsibilities

• Customer Operations: Support daily customer service workflows, triage escalations, resolve operational tickets, and help ensure fast, effective support outcomes.
• Process Ownership: Own key parts of our support operation (e.g., refunds, verifications, payment errors), ensuring SLA adherence and proactive issue management.
• Process Automation & Standardization: Identify inefficiencies or gaps in manual workflows and partner with the Ops Managers to automate, templatize, or document processes.
• Reporting & QA: Track and monitor key operational and CX metrics, helping identify trends and areas for improvement.
• Strategic Project Support: Lead one strategic initiative at a time—examples include launching new SOPs, automating reporting flows, or redesigning specific CX journeys.
• Knowledge Management: Keep internal documentation, SOPs, and helpdesk macros up to date and audit-ready.
• Continuous Improvement: Be a voice for operational excellence by proactively suggesting and testing improvements in how we work.

Qualifications

• 2–4 years of professional experience in operations, customer service, business analysis, or similar roles—ideally in a fast-paced or tech-driven environment.
• Customer-centric mindset and a strong sense of ownership over the experience we deliver.
• Strong organizational skills and attention to detail; able to manage both daily responsibilities and long-term initiatives.
• Fast learner who enjoys working independently and figuring things out.
• Excellent communication skills—able to clearly explain issues, updates, or proposals to different audiences.
• Familiarity with customer service and internal ops tooling (e.g. Zendesk, Google Sheets, etc.)

Bonus Points

• Experience in process automation, system configuration, or tool integrations.
• Exposure to support operations, CSAT/NPS tracking, or workflow design.
• Prior experience creating or maintaining SOPs, runbooks, or knowledge bases.
• Experience with macros, bots, or internal tooling customization within helpdesk platforms.

What We Offer

• A dynamic, results-driven environment with ample opportunities for growth.
• A collaborative and supportive culture focused on innovation, ownership, and operational excellence.
• Competitive salary and benefits.
• A chance to help shape the customer and operational experience at a fast-growing fintech.

Additional Information

• A background check will be required as part of the recruitment process.
• Applicants must be eligible to work full-time in the United States. Visa sponsorship or transfer is NOT available for this position.

Interested?

If you're a driven problem solver with a passion for operations and customer experience, we'd love to hear from you. Apply now and join us in building scalable systems that help people improve their financial wellbeing.