Service Analyst, Cytora
+ Stock options
More information about location
Configurable platform enabling commercial insurers to create digital workflows
Be an early applicant
Configurable platform enabling commercial insurers to create digital workflows
101-200 employees
Be an early applicant
+ Stock options
More information about location
101-200 employees
Company mission
Cytora's mission is to transform insurance by helping insurers generate fairer premiums and enabling society at large to transfer risk in new and seamless ways.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
Insurance is vital to the economy, giving businesses the confidence to realise their ambitions in the face of uncertainty, but the underlying systems that insurance is built on are broken. Cytora is creating new foundations for insurance by providing insurers with the building blocks they need to deliver efficient, accurate underwriting and seamless customer experiences.
Cytora's platform enables risk submissions to be digitised, consistently evaluated using internal and external data sources and automatically processed for underwriting decision making. This means that risks can be digitally processed, maximising automation levels and delivering enhanced control over risk selection.
In 2022, Cytora partnered with global specialist insurer Beazley, which was followed by a series of milestones for the company, including partnerships with Moody's RMS, Chubb, and Ecclesiastical. Since launching version 3.0 of its platform, Cytora has been eyeing the US for its next expansion strategy.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Apr 2019
$33.7m
SERIES B
Dec 2017
$6m
EARLY VC
Total funding: $42.7m
Company benefits
- Enhanced parental leave when having, adopting or fostering a child
- 33 days holiday (incl. bank holidays)
- Remote-first
- Work abroad budget - £2000 for every Cytorian each year, empowering and encouraging us to work beyond our regular spaces
- Share options
- Flexible hours
- £1500 L&D budget
- Home office budget
- Vitality private healthcare 🇬🇧
Company values
- What can you do in a day? We do rather than talk and take action rather than speculate. We will try things that fail and we learn faster by doing.
- Make success inevitable We have courage to take ownership, the grit to overcome obstacles and commitment to cross the finish line.
- Individuals don’t scale We strive to build something that is bigger than just one person, better than what we are each capable of, more impactful than we can imagine today.
- We put customers first Our highest priority is the success of our customers. We are genuine, committed and we strive for their success.
Company HQ
London, UK
Articles
Leadership
Richard Hartley
(Co-Founder & CEO)Leads business strategy. Previously product strategist at eBaoTech, a cloud technology vendor to the insurance industry.
Aeneas Wiener
(Co-Founder & CTO)Leads engineering and data science. Has a highly technical PhD from Imperial, giving him the skills required to price commercial risk.
People progressing
Dimitra joined Cytora as a Junior Software Engineer in February 2022 before earning promotion to Software Engineer
Sam joined as Business Agility Director in 2019 before progressing to VP Product in 2022
Share this job
View 3 more jobs at Cytora