Senior Customer Operations Analyst

Key Responsibilities 📝

This is a hands-on, high-impact role within our Customer Experience function. You’ll manage live customer accounts, lead service reviews, and work cross-functionally to ensure a seamless and value-driven experience for our clients.

• Own and manage a portfolio of live customer accounts, ensuring timely, high-quality responses to queries and support tickets
• Lead and deliver quarterly and monthly Service Reviews, partnering with Account Managers and Product teams
• Maintain deep product and domain knowledge to support customer needs
• Identify and escalate operational bottlenecks or recurring issues, collaborating with Product and Engineering for resolution
• Act as an escalation point for high-priority or sensitive customer issues
• Contribute to the continuous improvement of internal CX processes, documentation, and tooling

WE’RE LOOKING FOR 

We’re searching for someone who thrives in a fast-paced, customer-focused environment and brings deep operational experience. You’ll be confident managing complex queries, collaborating cross-functionally, and driving continuous improvement.

Essential

• 4+ years’ experience in a customer-facing operational role within a SaaS or fintech environment
• Proven ability to manage live customer queries, including triage, resolution, and escalation
• Experience delivering formal Service Reviews or QBRs
• Strong written and verbal communication skills with the ability to clearly explain complex issues
• Cross-functional collaboration experience, particularly with Product, Engineering, and Sales
• Comfortable working in a remote-first, fast-paced scale-up environment

Desirable

• Experience in payments, banking, or regulated financial services
• Previous experience supporting API-based SaaS platforms
• Involvement in managing support SLAs, reporting, or customer health metrics
• Experience contributing to or managing knowledge bases or CX tooling

INTERVIEW PROCESS 

Stage 1: Screening Call with the Talent Team
Stage 2: Zoom Interview with hiring manager
Stage 3: Technical Assessment with the Customer Experience team
Stage 4: Zoom Interview with other commercial leader (optional)

We always aim to stick to the above process; however, there may be occasions when an additional interview stage is required for us to be sure that we are hiring the right person!

HIRING LOCATIONS 📍

We are currently accepting applications from these US states: Connecticut, New York, New Jersey and North Carolina.

ABOUT FORM3 💭

Revolutionising the world of payments with our cutting-edge technology and innovative solutions. For more information about life at Form3 check out the following pages:

What we do | Life at Form3 | Benefits | Flexa-verified employer | Podcasts

OUR DEI&B COMMITMENT 

We hire talented people from a variety of backgrounds and experiences and are committed to a work environment based on diversity, open-mindedness and curiosity. We’re united by our company values (we even created them together!) and we celebrate our unique differences. 

Our employee lifecycle processes are designed to embrace equal opportunity and prevent discrimination against our people regardless of personal characteristics. It is our strong belief that the more inclusive and belonging we are as a business, the better our work will be. 

As an inclusive employer, we guarantee to interview all neurodiverse and physically disabled applicants who meet the minimum criteria for this role. We also encourage candidates to notify us of any reasonable adjustments that may be required during the recruitment process. This includes providing job adverts in alternative, accessible formats or adjustments required at interview stage. 

 If you consider yourself to be neurodiverse or physically disabled under the UN definition of disability and would like to be considered under this scheme and/or require any reasonable adjustments please let us know by sending an email to careers@form3.tech clearly stating your consent for us to process this data. For more information please refer to our Recruitment Data Policy.