Join Cytora as a Service Analyst and play a key role in ensuring exceptional service delivery to our enterprise customers. You'll be the operational heartbeat of our platform—managing live service environments, solving complex support challenges, and driving continuous improvements across product and process.

In Short

Own the end-to-end service support workflow—from triaging customer queries to tracking resolution and surfacing recurring issues.
Liaising between delivery, product, and customer success teams to ensure seamless configuration and deployment of new features.
Maintain and develop internal knowledge bases and operational documentation.
Manage user access across multiple environments, ensuring secure, compliant access control.
Drive improvements in operational efficiency—whether it’s automating ticket triage or optimising service tracking.
Manage the reporting of key service metrics (e.g. ticket volumes, resolution SLAs, issue trends) to inform performance reviews and strategic decisions.
Identify risks, knowledge gaps, or service bottlenecks and proactively work to address them.

Requirements

Experience in a service operations, support, or analyst role—ideally within a SaaS or tech-driven environment.
Understanding of access controls, data integrity, and incident management best practices.
Strong problem-solving and coordination skills with a sharp eye for detail.
Confidence managing multiple stakeholders and workflows simultaneously.
Familiarity with service management tools (e.g. ServiceNOW, Jira, Zendesk) and documentation platforms (e.g. Confluence, Notion).
A process-oriented mindset with a passion for continuous improvement.

Benefits

Competitive salary and stock options
Fully remote
Fun, vibrant and energetic environment with people that want to make a difference
Opportunity to learn and build new skills in an expanding business
Private Health Insurance (UK only*)
Choice of laptop
Flexi-working
£2000 travel budget
Company trips

Cytora

Cytora is a digital risk processing platform that leverages AI technology to empower commercial insurers in digitizing their interactions with brokers. The platform optimizes risk workflows and provides insurers with enhanced control over their target portfolios. By integrating data, processes, and personnel, Cytora enables the creation of multi-step risk flows that maximize efficiency and tailor risk processing according to specific risk appetites and automation goals. The company is committed to customer success, offering robust support and resources to ensure effective use of its platform.

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