Customer Support Analyst

Job Title: Customer Support Analyst

Location: Remote (Europe)

Type: Full-time, Permanent

Working style: Remote-first

Reports to: Customer Support Lead

About Kota

Kota is on a mission to make insurance and retirement benefits as accessible as modern software — and we're just getting started. Through Kota Platform, the world's first fully integrated benefits platform, and Kota Embed, our embedded insurance product, we're changing how thousands of employees across Europe experience their benefits.

We work with some of the most exciting companies in Europe — Carwow, Tines, Zoe, and Remote — and we're backed by top-tier investors including EQT Ventures, Eurazeo, Northzone, and Frontline. Founded in 2022, we've raised over €20M and we're growing fast.

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.

Our Values

• 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.

Kota 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