Customer Operations Analyst

Job Description

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.

• We Own It – high empowerment for our people and high accountability for results. Results for our clients, our business and for your careers.
• 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 learn from mistakes and then execute again. Everybody at Freemarket takes responsibility for keeping us moving forward.
• We Stay Curious – Regardless of career‑stage, we are all on a learning journey, individually and together. In particular, we embrace the opportunities AI brings to all of us to grow and evolve.
• We Think Bigger – We don’t wake up every day to do the same thing we did yesterday. We are inspired by what is possible and welcome it when others challenge our thinking.

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 team closed 2025 with an impressive 99.5% customer satisfaction score, reflecting our commitment to operational excellence.

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

• Experience in customer operations, customer support, or service delivery (financial services or Fin Tech experience advantageous).
• Exceptional attention to detail with strong adherence to structured processes.
• Proficiency with CRM and ticketing systems (Hub Spot 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.