Raylo

Operations Associate supporting customer success by resolving customer queries, improving processes, and delivering a high-quality customer experience in a fast-growing tech company.Why We ExistThe world is moving away from rigid ownership models in favour of more flexible, affordable access. Yet the $1.5 trillion device market has barely moved. Our mission is to transform how technology is bought, used and reused — creating better outcomes for customers, brands and the planet.What We've BuiltRaylo is the subscription infrastructure that enables leading electronics brands, including PlayStation, HP and Dyson, to move from one-off device sales to recurring subscription programmes that increase conversion, deepen loyalty and capture more lifetime value.We have over $90m ARR, we’re profitable, growing fast, with over a quarter of a million subscriptions across consumers and small businesses. Customers trust us too, with a 4.5/5 Trustpilot rating from more than 20,000 reviews.For customers, the experience is simple: subscribe to a device, get support throughout, upgrade when you want, and return it when you’re done. Behind that sits an AI-powered operating system that executes and manages device subscriptions end to end: credit and fraud decisioning, lifecycle operations, and the financing engine that enables brands to run subscription programmes at scale.The impact of our circular model is big. We cut emissions per device by around 50% compared to buy-and-discard. We’re B Corp certified, backed by Macquarie, NatWest and Channel 4 Ventures, and recognised by Tech Nation’s Future Fifty.How We WorkAI is changing what small, ambitious teams can build. Companies that embrace it will define the next decade.Raylo is uniquely placed to benefit. We combine proprietary technology and data with the orchestration of physical assets, operating across credit, fraud, pricing, logistics, refurbishment, resale and customer care. With AI improving every cycle, our moat deepens with scale.At Raylo, AI is woven into how we work every day. We don’t ration access or hedge our bets. Our people use the best models and tools, and we expect them to do things that weren’t possible a year ago. Processes that used to be good enough are being rebuilt. Teams are replacing spreadsheets with bespoke tooling, and anyone can query our data layer in plain English and get a real answer in seconds.We give every team their own hackathon: a chance to step back, start with a blank sheet, and ask: if we were starting today, how would we do this?The more we automate, the more human judgement matters. AI gives people back time, and we expect them to spend it on the things no model can replicate: conversations, trust, craft and team judgement.We hire to a high bar. You’ll work with people who push you, raise your game and expect you to do the same. We want every person at Raylo to do the best work of their lives, and enjoy doing it.Our Core Values💡 Be deeply curious – We thrive on innovation through diverse approaches, views, and people.👟 Walk in your customer’s shoes – To build the best products and make the best decisions for the long term, we must figure out what our customers need, not just what they want.🎯 Focus and execute – We have a big vision, but we believe in nailing the most important problems first.💥 Be gritty – Only gritty teams succeed. Our individual ownership, passion, and perseverance mean we’re a team through thick and thin.Your TeamThis role sits within Raylo’s Operations function, which plays a critical role in delivering a seamless experience across the full customer lifecycle. Operations at Raylo span Customer Success, Collections, Credit Risk, and Supply Chain & Logistics, and this role focused within Customer Success.As an Operations Associate in the Customer Success team, you’ll be one of the first points of contact for our customers, helping to resolve queries, provide updates, and ensure a high-quality experience. You’ll gain hands-on exposure to how a fast-growing tech business supports customers at scale, while also leveraging AI platforms to improve efficiency, enhance processes, and strengthen reporting capabilities.This role is designed to give you a strong foundation in operations, customer experience, and problem-solving within a high-performance environment.You’ll be supported to build confidence, develop practical skills, and take on increasing responsibility. As you become established, you’ll contribute to improving tools, processes, and ways of working, with the opportunity to work alongside a wide range of internal stakeholders. What You’ll DoSupport customers by responding to queries and issues across multiple channels, ensuring timely, accurate, and empathetic communication.Learn and apply Raylo’s operational processes, systems, and tools to deliver a consistent and high-quality customer experience.Work closely with teammates to manage and resolve a range of customer scenarios, building confidence in handling more complex cases over time.Use data and insights from day-to-day work to identify trends, inefficiencies, and opportunities to improve customer experience and operational performance.Contribute to continuous improvement initiatives, supporting updates to processes, tools, and documentation.Collaborate with cross functional teams across Operations and beyond to understand how different functions work together to support customers and the business.You’ll Succeed withBachelor’s degree or equivalent, preferably in a STEM subject. Strong communication skills (verbal and written) and hold a strong level of empathy. You have a people-focused mindset, with the best interests of our customers at the forefront of everything you do.Customer service experience is a plusBeing data-driven and proactive by using the knowledge gained from industry or university to guide your decisions. Curiosity- you will be keen to identify opportunities to improve the customer experience. You quickly analyse solutions and make clear and informed recommendations that enhance our customer journey.Working in a team setting and understanding the importance of learning from others. You also love working in a hands-on, fast-paced environment where everybody is passionate about delivering a smarter customer experience. You are an advocate for our customers by building and maintaining long-lasting relationships.Opportunities & BenefitsWe are continuously improving and listening to our quarterly employee surveys to provide the best opportunities and benefits for our employees. 🚀 Fast-track your career – 40% of our employees are promoted every review cycle (bi-annually)📱 Exclusive Raylo device lease for employees🏥 Private Medical Insurance📈 Stock options for all employees📚 L&D budget to support the skills you value🏢 Hybrid working model - 4 days per week and 1 day work from home.🌴 33 days off, your way – 25 days + 8 bank holidays with full flexibility to use on the days that mean the most to you👶 Enhanced maternity, paternity, adoption or shared parental leave, if you've been with us for 12 months.🧸 Workplace nursery scheme for major cost savings

Posted 7 days ago

KYC Analyst responsible for fraud prevention, customer verification, and risk analysis to support secure device subscription services and improve risk operations.Why We ExistThe world is moving away from rigid ownership models in favour of more flexible, affordable access. Yet the $1.5 trillion device market has barely moved. Our mission is to transform how technology is bought, used and reused — creating better outcomes for customers, brands and the planet.What We've BuiltRaylo is the subscription infrastructure that enables leading electronics brands, including PlayStation, HP and Dyson, to move from one-off device sales to recurring subscription programmes that increase conversion, deepen loyalty and capture more lifetime value.We have over $90m ARR, we’re profitable, growing fast, with over a quarter of a million subscriptions across consumers and small businesses. Customers trust us too, with a 4.5/5 Trustpilot rating from more than 20,000 reviews.For customers, the experience is simple: subscribe to a device, get support throughout, upgrade when you want, and return it when you’re done. Behind that sits an AI-powered operating system that executes and manages device subscriptions end to end: credit and fraud decisioning, lifecycle operations, and the financing engine that enables brands to run subscription programmes at scale.The impact of our circular model is big. We cut emissions per device by around 50% compared to buy-and-discard. We’re B Corp certified, backed by Macquarie, NatWest and Channel 4 Ventures, and recognised by Tech Nation’s Future Fifty.How We WorkAI is changing what small, ambitious teams can build. Companies that embrace it will define the next decade.Raylo is uniquely placed to benefit. We combine proprietary technology and data with the orchestration of physical assets, operating across credit, fraud, pricing, logistics, refurbishment, resale and customer care. With AI improving every cycle, our moat deepens with scale.At Raylo, AI is woven into how we work every day. We don’t ration access or hedge our bets. Our people use the best models and tools, and we expect them to do things that weren’t possible a year ago. Processes that used to be good enough are being rebuilt. Teams are replacing spreadsheets with bespoke tooling, and anyone can query our data layer in plain English and get a real answer in seconds.We give every team their own hackathon: a chance to step back, start with a blank sheet, and ask: if we were starting today, how would we do this?The more we automate, the more human judgement matters. AI gives people back time, and we expect them to spend it on the things no model can replicate: conversations, trust, craft and team judgement.We hire to a high bar. You’ll work with people who push you, raise your game and expect you to do the same. We want every person at Raylo to do the best work of their lives, and enjoy doing it.Our Core Values💡 Be deeply curious – We thrive on innovation through diverse approaches, views, and people.👟 Walk in your customer’s shoes – To build the best products and make the best decisions for the long term, we must figure out what our customers need, not just what they want.🎯 Focus and execute – We have a big vision, but we believe in nailing the most important problems first.💥 Be gritty – Only gritty teams succeed. Our individual ownership, passion, and perseverance mean we’re a team through thick and thin.Your TeamAs a KYC Analyst, you’ll be at the heart of Raylo’s mission, ensuring that our leasing proposition is delivered responsibly while protecting both our customers and business from fraud. You will work closely with the Risk Operations Manager to drive efficiency, oversee application referrals, and develop processes that enhance the integrity of our risk operations. Your role will be pivotal in optimising onboarding journeys, resolving fraud-related issues, and improving the customer experience.You will leverage industry-leading fraud prevention and consumer credit tools to analyse risk trends, identify vulnerabilities, and refine processes. In this dynamic environment, you’ll have the opportunity to develop strategies that enhance fraud detection capabilities while enabling sustainable growth for Raylo.Your work will contribute directly to improving the efficiency and effectiveness of Raylo’s Risk Operations team. With your expertise, you’ll play a key role in shaping risk strategies that align with our business objectives, all while working in a fast-paced, data-driven environment.This role requires in-office working. Our operations team are on-site (22 Adelaide Street, Belfast) 4 days per week (post probation) and 1 day work from home. We also have opportunities for evening shifts.What You’ll DoManage customer and business application referrals – Use fraud, credit, and KYC platforms to deliver objective high-quality decisions in an efficient and customer-friendly manner.Lead fraud investigations – Conduct in-depth investigations, gathering and analysing evidence to ensure compliance, mitigate risks, and uphold fairness in decision-making.Optimise risk workflows – Identify inefficiencies in existing processes and implement improvements to enhance fraud prevention and approval rate.Monitor risk trends and emerging fraud tactics – Stay ahead of industry fraud threats, identifying trends and vulnerabilities to refine risk policies.Develop fraud detection strategies – Work cross-functionally to design and refine fraud prevention techniques, leveraging automation and AI-driven insights where applicable.Mentor and develop junior team members – Support skill development and knowledge sharing within the team to foster continuous learning and improvement.Ensure flexibility in Risk Operations – Some evening or weekend work may be required to maintain robust fraud detection and underwriting processes.You’ll Succeed withDegree level education - preferably in a STEM subject.Strong analytical mindset with experience in Google Sheets/Excel and data visualisation tools. Meticulous attention to detail – You’ll have a keen eye for spotting anomalies and inconsistencies that could indicate fraud.Excellent written and verbal communication skills, enabling you to explain complex risk scenarios and interact effectively with internal and external stakeholders.Problem-solving and adaptability – You’ll thrive in a fast-moving, dynamic environment where new fraud threats emerge regularly.Passion for innovation – You’ll be motivated to continually improve risk detection strategies, leveraging new technologies and data insights.Opportunities & Benefits🚀 Fast-track your career – 40% of our employees are promoted every review cycle (bi-annually)📱 Exclusive Raylo device lease for employees🏥 Private Medical Insurance📈 Stock options for all employees📚 L&D budget to support the skills you value🏢 Hybrid working model– 4 days in the Belfast Office, 1 day work from home. 🌴 33 days off, your way – 25 days + 8 bank holidays with full flexibility to use on the days that mean the most to you👶 Enhanced maternity, paternity, adoption or shared parental leave, if you've been with us for 12 months.🧸 Workplace nursery scheme for major cost savings

Posted 7 days ago