Product Operations Sr. Analyst (Europe Only)

At R2, we believe that small and medium businesses are the productive engine of society. Small and medium businesses (SMBs) make up over 90% of companies in Latin America, yet they face a trillion-dollar credit gap. Our mission is to unlock SMBs’ potential by providing financial solutions tailored to their needs. We are reimagining the financial infrastructure of Latin America, where SMBs’ financial needs are met without ever having to go to a bank.

R2 enables platforms across Latin America to embed financial services that SMBs can leverage, starting with revenue-based financing. We are a high-performing, close-knit team with talent from organizations such as Google, Amazon, Nubank, Uber, Capital One, Mercado Libre, Globant, and J.P. Morgan. 

We are entering a new phase of growth following a strategic investment from Ant International, focused on rapidly expanding our partner footprint, strengthening our credit and underwriting capabilities, and scaling operations across multiple markets. As part of this growth journey, eligible team members have the opportunity to participate in R2’s Phantom Share Program, a performance-based incentive designed to align our team with the company’s long-term success and value creation. We believe in building a culture of ownership, where those who help create value share meaningfully in it.

R2 is scaling quickly, and we're looking for a Product Operations Sr. Analyst (IC3) to launch and run our operations in the Netherlands, our first market in Europe, and to lead our operational expansion into new European markets. This role will be key in ensuring an exceptional customer experience, building operations from the ground up, and creating a repeatable playbook to launch each new country. You will play a central role in managing our BPO partners, overseeing operational metrics, and driving efficiency in service delivery as we grow across Europe.

What You'll Do

• Own the operational launch in the Netherlands: set up customer support, KYC, and payment operations processes adapted to the local market.
• Lead and manage relationships with BPO partners, including onboarding, training, quality, and performance reviews.
• Oversee day-to-day customer operations, ensuring SLAs, volumes, and service standards are met.
• Manage, monitor and report on ticketing system metrics (average tickets, resolution times, escalations, etc.).
• Build and deliver operational reports with key performance indicators.
• Continuously identify what to improve, optimize, and automate, and collaborate with internal teams to make it happen.
• Support initiatives in AI-based optimization for customer support.
• Ensure seamless communication and issue escalation between internal teams, partners, and external vendors.

Who You Are

• 5+ years of experience in customer experience and operations.
• Proven experience managing BPO relationships and outsourced support teams.
• Experience launching or scaling operations in a new market or a fast-growing environment.
• Strong background in reporting: SLAs, ticket volumes, operational metrics.
• Hands-on experience with ticketing systems like Zoho and measurement reports.
• Excellent problem-solving, communication, and stakeholder management skills.
• Fluent Dutch and English.

Bonus

• Spanish or Portuguese.
• Experience in fintech, lending, payments, or startup environments.
• Basic SQL skills.
• Experience with AI-based tools for customer support and optimization.

What We Offer

• The chance to join a high-impact, mission-driven fintech.
• Ownership and impact in a fast-paced, growth-oriented startup.
• Cross-functional collaboration with exceptional teams.
• Exposure to complex regulatory challenges and innovation in embedded finance.

Location: Netherlands.