Operations Associate (CX)

Accountabilities

• • Investigate and resolve invoice-related queries accurately, ensuring clients receive clear explanations and timely solutions.
  • Own client inquiries from initial investigation through final resolution, coordinating with Finance, Product, HR Operations, and other relevant teams as needed.
  • Analyse client queries, recurring issues, and operational trends to identify process gaps and recommend data-driven improvements.
  • Troubleshoot platform-related issues and guide clients and talent through practical solutions to restore functionality efficiently.
  • Create, maintain, and improve knowledge documentation that helps clients and internal teams understand processes and resolve common issues.
  • Manage multiple client cases simultaneously, prioritising workloads effectively while maintaining a high standard of accuracy, empathy, and responsiveness.
  • Contribute to continuous improvement initiatives that streamline operations and strengthen the overall customer experience.

  Requirements

  • 2–4 years of experience in customer experience operations, financial support, SaaS, or a similar client-facing operational environment.
  • Strong numerical and analytical abilities, with confidence investigating invoices, working with data, and identifying discrepancies or patterns.
  • Excellent problem-solving skills and the ability to break down complex information into clear, actionable guidance.
  • A strong ownership mindset, with the ability to proactively manage cases and follow issues through to resolution.
  • Excellent written and verbal English communication skills, with the ability to build trust and communicate effectively with clients and internal stakeholders.
  • Highly organised, adaptable, and calm under pressure, with the ability to manage competing priorities in a fast-paced environment.
  • Experience with invoice management, CRM, or ticketing platforms such as Salesforce or NetSuite is an advantage.
  • Familiarity with EOR, payroll, HR, or workforce management systems is a plus.
  • Additional language skills, particularly German, are beneficial.
  • Comfortable working remotely and collaborating with colleagues and stakeholders across different countries and time zones.

  Benefits

  • Fully remote working environment with flexibility within approximately ±2 hours of CET.
  • Well-being Day providing dedicated time away from work to recharge.
  • Subsidised gym membership and support for maintaining an active lifestyle.
  • Training and development allowance to support continuous learning and professional growth.
  • Opportunities to participate in annual global team meetups.
  • Inclusive, international working environment with colleagues across multiple countries.
  • Benefits may vary depending on location and applicable local regulations.