Customer Support Analyst

About Kota

Kota aims to revolutionize access to insurance and retirement benefits by making them as intuitive as modern software. Through the Kota Platform—recognized as the first fully integrated benefits platform globally—and the embedded insurance solution Kota Embed, the company enhances employee benefit experiences across Europe. Founded in 2022 and backed by leading investors including EQT Ventures, Eurazeo, Northzone, and Frontline, Kota has raised over 20 million and quickly expanding. They collaborate with prominent European companies such as Carwow, Tines, Zoe, and Remote.

Role Overview

As a Customer Support Analyst at Kota, you'll be a crucial point of communication for employers and employees, addressing their concerns with promptness and care. This role offers the opportunity to impact a fast-growing fintech at its early stages. You'll focus primarily on enhancing the customer experience and providing support, with some responsibilities related to compliance operations like KYC/KYB verification, name screening, and transaction oversight.

Key Responsibilities

• Serve as the initial contact for employer and employee inquiries, efficiently resolving issues through Intercom via email and chat.
• Diagnose and resolve problems related to platform functionality, benefits, and payroll, managing escalations when necessary.
• Identify recurring patterns in support requests and provide actionable feedback to enhance product features, documentation, and internal processes.
• Collaborate closely with Product, Benefits, and Customer Success teams to tackle complex challenges and promote continual improvement.
• Develop and update resources like the help center and internal knowledge base to facilitate self-service and internal alignment.
• Handle compliance-related duties such as verifying business customers (KYB), conducting customer screening, and monitoring transactions according to established protocols, receiving mentorship from experienced compliance professionals.

Candidate Profile

• Minimum one year of experience in a customer-facing position, preferably within fintech or SaaS environments.
• Proficient in English, the primary language for all communication within the company and with customers.
• Detail-focused and methodical, comfortable with following and enhancing structured workflows.
• Demonstrates ownership mindset, proactive in seeking clarification and taking initiative without waiting for instructions.
• Quick to adapt to new software tools; familiarity with Intercom or similar platforms is advantageous.
• Eager to learn new subjects, including compliance-related knowledge.

Core Values

• Integrity: Upholding strong principles in purpose and actions.
• Care: Committing to excellence by paying attention to details and exceeding customer expectations.
• Ownership: Taking responsibility, analyzing data, and solving problems independently.
• Ambition: Striving continually to exceed standards and accelerate progress.
• Competitive Spirit: Challenging the status quo and aiming to succeed every day.

Employee Benefits

• Health insurance supported by Kota with a generous allowance.
• Company pension plan with contribution matching up to 5% via Kota.
• Work-from-home stipend to equip your home office setup.
• 25 days of paid time off annually.
• Annual company-wide offsite events along with dedicated team retreats.
• Stock option plans available to all employees, allowing participation in company growth.