Global Operations Analyst

About Flatpay

Flatpay is not just another payment solution; we're dedicated to innovating the market for payment solutions and financial services in the SME segment with our customer-centric and transparent services. We've grown into one of the fastest-growing fintech companies out of the Nordics and Denmark's fastest unicorn company. Today, we're more than 2,000 colleagues across Europe, building products that make a real difference for our customers.

As we scale, our Operations organisation needs to scale with us. We are therefore looking for an additional Global Operations Analyst to join the team and to help us build smarter workflows, make better decisions and turn ideas into measurable results across every market.

This role sits at the intersection of data, AI, operations and execution. You will be part of the Global Operations teaam and work closely with local Operations Directors and Managing Directors, while partnering with teams across Product, Tech, Commercial and Finance.

Our role in Global Operations is to support local teams, not make decisions on their behalf. You will give Operations Directors and Managing Directors the analysis, tools and perspectives they need to make strong decisions for their markets, while helping & implementing successful ideas scale across Flatpay.

What you'll do

Your work will vary significantly from week to week. One week, you might build & optimize a staffing model with a local Operations Director to help understand how many people a market needs as it grows. The next, you might analyse how AI can remove manual work from a customer service process, investigate an urgent escalation or help turn a commercial opportunity into a workflow used by hundreds of agents. You will not only identify problems. In most cases, you will also help implement the solution.

Your main responsibilities will include

• Support cost to serve and staffing decisions , working with local Operations Directors and Managing Directors to understand workload, productivity, service levels and future staffing needs
• Use AI to improve operational workflows , identifying repetitive or manual work that can be automated and helping turn the opportunity into something that works in practice
• Get hands on with operational escalations , digging into complex issues, finding the root cause and coordinating the right people until the problem is resolved
• Build and maintain core Operations reporting , providing markets and senior stakeholders with a clear view of performance, trends and areas requiring action
• Lead operational analysis and improvement projects , covering areas such as NPS, contact volumes, productivity, customer behaviour, queue performance and agent workflows
• Turn analysis into execution , translating findings into clear recommendations and helping markets implement the changes
• Support urgent and recurring operational requests , switching comfortably between longer term projects and issues requiring an immediate response

Who you are

You enjoy working at the intersection of analysis and execution. You are comfortable getting into the details, but you can also step back, understand the wider business impact and explain what should happen next. You take ownership naturally. If something is unclear, you investigate it. If a process is not working, you challenge it. If you identify an opportunity, you help make it happen. We imagine that you:

• Have 1 to 3 years of experience in operations, a startup, a scaleup, consulting or a strategy role
• Have strong analytical skills and are comfortable using Excel and Claude to identify patterns, build models and support decisions
• Are interested in AI and how it can improve real operational workflows
• Enjoy switching between deep analysis, stakeholder management and urgent operational problem solving
• Are comfortable working with senior stakeholders across different markets and functions
• Are proactive, accountable and motivated by measurable results
• Have a genuine get shit done attitude
• Are fluent in English and Danish, both verbally and in writing

Why Flatpay

Joining Flatpay means stepping into a dynamic environment where innovation is encouraged, and teamwork is celebrated. Here, you'll have the opportunity to make a meaningful impact, contributing to our mission of empowering merchants to succeed.

With us, you’ll experience an ambitious drive to constantly push boundaries and redefine what's possible. While we don’t take ourselves too seriously, we take our responsibility towards our people very seriously. We welcome driven, low-ego individuals who live our values and want to grow with us.