Customer Operations Analyst
London, England, United Kingdom Full-time Posted 3 days ago
Job Description
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. 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.
Together, we are Freemarket.
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 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.
Job Requirements
Experience & Skills required
What you'll be doing
Customer Support & Service Delivery
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. Adjustments are available throughout the recruitment process.
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. 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.
Together, we are Freemarket.
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 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.
Job Requirements
Experience & Skills required
- 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.
What you'll be doing
Customer Support & Service Delivery
- Respond to customer enquiries across designated support channels in a timely, accurate, and professional manner.
- Provide clear and precise information while meeting established service level agreements (SLAs).
- Take full ownership of assigned tickets from receipt to resolution, ensuring appropriate follow‑up and timely updates.
- Support customers with ongoing account management, including platform configuration, fee setup, user management and transactions enquiries.
- Adhere to all operational procedures, quality standards, and compliance requirements.
- Maintain accurate data entry and ensure customer records and operational logs are consistently up to date.
- Identify, document, and escalate potential risks, unusual activity, or complex cases to manager, senior team members or relevant departments.
- Follow established workflows to ensure consistency, reliability, and operational control.
- Identify recurring issues, inefficiencies, or customer pain points and contribute to continuous improvement initiatives.
- Participate in the rollout of new processes, tools, and automation enhancements.
- Work closely with Account Management, Compliance, Risk, Banking, Client Delivery, Finance and Payments teams to ensure seamless service delivery.
- Maintain clear communication and ensure smooth handovers between internal teams.
- Support cross‑functional initiatives aimed at improving customer experience and operational efficiency.
- Maintain accurate ticket notes, communication logs, and operational records.
- Support reporting activities by ensuring data integrity and highlighting trends or issues to management.
- Assist in identifying root causes of operational issues and contribute to corrective actions.
- 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, ensuring urgent queries and high‑value clients are handled promptly.
- 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), and during the initial training period, available to attend the London office Monday to Thursday.
- Willing to provide UK bank holiday cover on a rotational basis (excluding 25 December and 1 January), with time off in lieu provided (Maximum of one/two bank holidays per year).
- 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.
- Takes ownership of tasks, anticipates challenges, and acts with urgency to meet objectives.
- Brings the ambition, mindset, and capacity to grow within a dynamic and evolving team.
- Experience or understanding of our core verticals: Digital Assets, Gaming/Gambling, Forex/CFD, PSPs, and Money Service Businesses, and a genuine interest in Stablecoins is advantageous.
- Participation in the discretionary company bonus scheme
- 25 days annual leave plus bank holidays
- Enhanced pension contribution with Aviva, plus the option to boost your savings further with salary sacrifice
- Private healthcare and wellbeing support
- Access to rewards, discounts and financial coaching platforms
- Apply Online: Submit your CV and answer a few short application questions
- Stage 1: People Team Screening
- Stage 2: Hiring Manager Interview
- Stage 3: Face-to-Face Assessment
- Stage 4: Executive Interview
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. Adjustments are available throughout the recruitment process.
