Service Analyst

Cytora Limited; United Kingdom; Remote; GBP 35,000 - 50,000; Full time

Job summary

Cytora Limited is seeking a Service Analyst to ensure exceptional service delivery for enterprise customers. This remote role involves managing service workflows, solving complex support challenges, and driving continuous improvements. Ideal candidates will have experience in service operations within a tech-driven environment and a passion for enhancing operational efficiency.

Benefits

Competitive salary and stock options

Fully remote

Private Health Insurance (UK only)

Flexi-working

£2000 travel budget

Qualifications

• Experience in service operations or support roles, ideally in a SaaS environment.
• Understanding of access controls and incident management best practices.
• Familiarity with service management tools.

Responsibilities

• Manage end-to-end service support workflow and triage customer queries.
• Liaise between teams for seamless feature deployment.
• Drive improvements in operational efficiency.

Skills

Problem-solving

Coordination

Attention to detail

Tools

ServiceNOW

Jira

Zendesk

Confluence

Notion

Job description

Cytora is a leading Insurtech business that has traded successfully since 2012 and has successfully completed Series B funding. You will often find us talked about as a technology leader and innovator in the insurance market who are right at the cutting edge of market transformation.

Our core focus is helping insurers digitise risks as they arrive to unlock the value of external data, automated triage, etc. We are doing this for risks that insurers have tried to e-trade but have struggled with predominantly in SME, Mid Market and Specialty.

We are working with market leading insurers and innovators alike across the US, Europe and Australia.

The Role
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.

What You'll Be Doing:

• 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.

What You'll Need to Succeed:

• 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.

Location

Cytora are a remote-first company. For this role you can be based anywhere in the UK or EU(Ireland, Spain or Austria) provided you 1. have fluent spoken and written English, and 2. have the permanent right to work without requiring visa sponsorship.

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

*We employ people across the UK and Europe (In Ireland, Spain & Austria we use a 3rd party Employer of Record model), and inevitably the benefits that we can offer vary slightly in different territories, due to local employment law and feasibility. Our salary range does not vary depending on territory.

Equal Opportunities

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, political affiliation, national origin, sex, sexual orientation, age, marital status, veteran status, or disability status.