Customer Operations Analyst

About Freemarket

Freemarket is the next‑generation payments network for fast, compliant, borderless payments for businesses. We started our company in 2010 to challenge the methodology of the FX market. We thought the sector had been poorly served – both in terms of efficiency and price – and we wanted to bring transparency and value to customers. That philosophy remains today. Now we are a trusted payment network for cross‑border settlement. We connect businesses with vital payment and banking services. Customers control the speed, routing, timing, price and settlement in our portal, giving them control, choice and confidence over all their payments. Through our rail‑agnostic network, customers can access 140 currencies, USDT Stablecoin, short‑term lending and a range of other services designed to make payment faster, cheaper and more transparent.

We have strong financial backing, a well‑connected Board behind us, real experience in our management group and a brilliant team. That team is a powerful network of people, driven by a common goal to enable growth for our clients.

Our Collective Success Is Powered By Shared Values

• We Own It – high empowerment for our people and high accountability for results.
• We are Relationship‑Led – trust and depth in the relationships across our team and with our clients and partners is what enables us to operate at speed and enjoy ourselves every day.
• We Make‑it‑Happen – a strong executional focus. We make considered decisions and then execute with resolve.
• We Stay Curious – Regardless of career‑stage, we are all on a learning journey, individually and together.
• We Think Bigger – We don’t wake up every day to do the same thing we did yesterday.

Job Purpose

The Customer Operations Analyst is responsible for delivering high‑quality, accurate, and compliant operational support to Freemarket’s customers. As a key member of the Customer Operations function, this role ensures the effective and efficient delivery of day‑to‑day services. The position supports a wide range of operational processes, upholds established service standards, and ensures all activities are completed in line with regulatory requirements, risk frameworks, and internal policies.

This role offers an exceptional opportunity for full exposure across the organisation, as you will work closely with multiple teams and departments on a daily basis. Through this cross‑functional collaboration, you will gain a deep understanding of Freemarket’s products, operations, and customer lifecycle. In this role, you will manage the client experience, maintaining consistently high service standards and operational excellence.

The ideal candidate will demonstrate exceptional attention to detail, strong task‑prioritisation skills, and a genuine commitment to outstanding customer service.

Job Requirements

• Experience in customer operations, customer support, or service delivery (financial services or FinTech experience advantageous).
• Exceptional attention to detail with strong adherence to structured processes.
• Proficiency with CRM and ticketing systems (HubSpot preferred).
• Experience using Jira to manage workload, prioritise tasks, and track progress is preferred.
• Strong written and verbal communication skills, with the ability to convey information clearly and professionally.
• Ability to work effectively in a fast‑paced, regulated environment while managing multiple priorities.
• Strong problem‑solving skills, with the ability to identify issues, assess impact, and escalate appropriately.
• Demonstrated ability to organise and prioritise tasks to meet deadlines and maintain high service standards.

Job Responsibilities

• Customer Support & Service Delivery – Respond to customer enquiries across designated support channels in a timely, accurate, and professional manner.
• Operational Accuracy & Compliance – Adhere to all operational procedures, quality standards, and compliance requirements.
• Process Adherence & Continuous Improvement – Follow established workflows to ensure consistency, reliability, and operational control.
• Cross‑Functional Collaboration – Work closely with Account Management, Compliance, Risk, Banking, Client Delivery, Finance and Payments teams to ensure seamless service delivery.
• Reporting & Documentation – Maintain accurate ticket notes, communication logs, and operational records.

The Person We Are Looking For

• Delivers outstanding service through a client‑focused approach and meticulous attention to detail.
• Demonstrates strong organisational skills and the ability to prioritise daily workload effectively.
• Builds strong working relationships and communicates confidently across teams and stakeholders.
• Able to travel to the London office 2–3 times per week (London Bridge area).
• A collaborative team player with intellectual curiosity, an open mindset, and a strong work ethic.
• Comfortable multitasking and working cross‑functionally to deliver an exceptional client experience.

Job Benefits

• Participation in the discretionary company bonus scheme.
• 25 days annual leave plus bank holidays.
• Enhanced pension contribution with Aviva.
• Private healthcare and wellbeing support.
• Access to rewards, discounts and financial coaching platforms.

Our Commitment to Inclusion

We’re committed to building a diverse and inclusive workplace. We welcome applications from all backgrounds and experiences and believe that diversity of thought makes better products and better teams.