Product Operations Specialist

About the role

Reporting to the Head of Operations, you'll join our growing US Operations team as a Solutions Analyst, supporting customers through platform configuration, onboarding, optimization, and operational support while maintaining strong operational controls and customer experience. Your mission is to deliver an exceptional customer experience by becoming a trusted expert in the platform while maintaining operational excellence, security and client service. Success in your first year includes becoming a trusted product expert, independently managing customer configuration requests, supporting onboarding, migrations and platform enhancements, meeting SLA and quality targets, and driving continuous improvement opportunities. Our values include Confident Humility, Driven to Succeed, and Tenacious Responsibility.

Responsibilities

• Become a product expert, supporting clients with platform setup, configuration, optimization, and ongoing use.
• Provide technical guidance and configuration support to clients and internal stakeholders.
• Resolve customer enquiries and perform solution configuration updates.
• Configure new client accounts and manage users, permissions, MFA, notifications, account updates and closures.
• Support user access reviews and account configuration updates.
• Support UK↔US migrations, SSO, mergers, pricing updates and legacy account restructuring.
• Support onboarding, testing, UAT and platform releases.
• Partner with Customer Support, Product, Engineering, Implementation, Pre-Sales and Customer Success.
• Maintain documentation and meet SLA expectations.
• Follow operational risk controls, verification processes and escalate high-risk requests.

Requirements

• Experience in customer-facing, operations, implementation or technical support.
• Strong analytical and problem-solving skills.
• Excellent attention to detail and organization.
• Ability to prioritize in a fast-paced environment.
• Strong communication skills.
• Payments, FinTech or Financial Services experience is advantageous.
• Experience with CRM/support platforms such as Salesforce or Zendesk is beneficial.

Benefits

• 20 days annual leave plus public holidays
• Medical Insurance
• Basic Life & AD&D Insurance
• Employee Assistance Program
• Oliva wellbeing platform
• 2 volunteering days
• $1,000 referral bonus
• Commuter Benefits
• Ongoing learning and development

Schedule

Hybrid - 3 days per