Operations Analyst

About Cleo

At Cleo, we're not just building another fintech app. We're embarking on a mission to fundamentally change humanity's relationship with money. Imagine a world where everyone, regardless of background or income, has access to a hyper-intelligent financial advisor in their pocket. That's the future we're creating.

Cleo is a rare success story: a profitable, fast-growing unicorn with over $200 million in ARR and growing over 2x year-over-year. This isn't just a job; it's a chance to join a team of brilliant, driven individuals who are passionate about making a real difference. We have an exceptionally high bar for talent, seeking individuals who are not only at the top of their field but also embody our culture of collaboration and positive impact.
If you’re driven by complex challenges that push your expertise, the chance to shape something truly transformative, and the potential to share in Cleo’s success as we scale, while growing alongside a company that’s scaling fast, this might be your perfect fit.

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About the role:

We are looking for an Operations Analyst to join our team. Working cross-functionally with product, engineering, compliance, and our partners, you will be part of the team that ensures Cleo’s products are optimized for success.

You will be responsible for:

• Complaints management: Assist with the management of our complaints policy, including investigation and response to escalated complaints and quality assurance checks on tracking documents
• Dispute processing: Assist with the investigation and response to customer transaction disputes and credit disputes in line with our internal procedures and regulatory timeframes
• Banking operations: Support our bank partners with requests that require Cleo investigation and action
• Iteration of existing processes: Assist in the creation and improvement of the processes key to the operation of Cleo’s products

About you:

• You have experience problem solving in a fast-paced environment and are always looking for ways to improve efficiency for existing processes
• You are detail orientated and good at spotting trends
• You are a strong communicator and adept at facilitating cross-functional work streams
• You have an an analytical approach to your work and are comfortable working with data across various tools such as Excel, Google Sheets, Count, etc.
• You are customer focused and operate with our end users' best interest at heart.

Nice to haves:

• Experience with credit or debit card operational processes
• Experience working in a start up environment
• Knowledge of the US financial landscape
• Any level of SQL expertise

What do you get for all your hard work?

• A competitive compensation package (base + equity) with reviews every 6 months. You can view our public progression framework and salary bandings here: https://cleo-ai.progressionapp.com/ - This position is a BDP1 level and we can pay between $52,782 - $72,362 p.a depending on experience.
• Work at one of the fastest-growing tech startups, backed by top VC firms like Sofina, Balderton & EQT Ventures.
• A clear progression plan. We want you to keep growing. That means trying new things, leading others, challenging the status quo and owning your impact. Always with our complete support.
• Flexibility: We treat you as humans first, employees second. Because we can’t fight for the world’s financial health, if we’re not healthy ourselves. This means all the usual perks but it also means flexibility. We take pride in being a flexible workplace that trusts our Cleople to deliver their best work, giving you the autonomy to structure your day around morning drop-offs to school or daily dog walks.
• Work where you work best. We’re a globally distributed team. Our US team works fully remotely, but we host virtual socials and an annual company offsite in Europe with all expenses paid.
• Other benefits;
  •  Company-wide performance reviews every 6 monthsGenerous pay increases for high-performing team members
  • Equity top-ups for team members getting promoted
  • 15 days annual leave a year + public holidays (+ an additional day for every year you spend at Cleo)
  • 401k matching
  • Medical Insurance, Dental and Vision care
  • Generous Parental Leave
  • 1 month paid sabbatical after 4 years at Cleo
  • Regular socials and activities, online and in-person
  • We'll pay for your OpenAI subscription
  • Online mental health support via Spill
  • And many more!

We strongly encourage applications from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds.

If there’s anything we can do to accommodate your specific situation, please let us know