Hybrid Customer Success Analyst, Compliance

at Spiko

• Job title: Customer Success Analyst, Compliance
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Paris, France

About the role

• Customer Success & Compliance Analyst at Spiko focusing on onboarding and support for investors while collaborating with internal teams. Enhancing customer satisfaction and operational efficiency in a fintech environment.

Responsibilities

• Manage the onboarding of investors (retail, corporate, institutional, etc.) distributed via Spiko Finance or third-party partners.
• Conduct and maintain thorough KYC and AML processes for both individuals and legal entities, in accordance with internal procedures and applicable regulatory requirements.
• Implement risk-based due diligence: review identity documents, source of funds, beneficial ownership structures, and perform risk scoring.
• Review and approve investor documents within the app, including bank account verification and documentation checks tailored to the investor’s risk level and transaction size.
• Maintain ongoing due diligence by monitoring client activity, identifying suspicious behavior, and escalating when necessary.
• Manage inbound support requests across channels (email, in-app messages, support ticketing system, feedback, etc.) from individual, corporate, and institutional investors.
• Resolve client issues efficiently while ensuring timely follow-up to build trust and satisfaction.
• Collaborate on creating and maintaining support documentation (FAQ, help center articles, response templates).
• Identify recurring issues and propose improvements to the support experience or product features.
• Assist in daily fund operations (subscriptions, redemptions, reconciliations, etc.), ensuring timely and error-free execution.
• Help identify, document, and implement process improvements across onboarding, support, and compliance workflows.
• Work closely with Product, Engineering, Operations, and other internal teams to align on customer needs, enhance the platform, and deliver best-in-class service.

Requirements

• Academic background: degree from a university or business school, ideally in business, administration, or legal studies—but we’re open to other backgrounds if you’re rigorous, curious, and eager to learn.
• Experience: no prior experience required, though 1–2 years in a client-facing, support, or operations role—especially in a startup—is a plus.
• A first exposure to KYC/AML or regulated processes is a strong plus, but not required.
• Skills: structured, detail-oriented, and comfortable managing workflows involving client onboarding, document reviews, or support requests across multiple channels.
• Market: fintech experience is a plus but not required—we’ll get you up to speed. What matters most is a genuine interest in our space and products.
• Mindset: highly ambitious and eager to be one of the first members of a team striving for excellence.
• Autonomy: proactive, reliable, and able to take ownership of tasks while seeking feedback to improve quickly.
• Excellent communication skills: native-level fluency in French with strong written skills, and professional proficiency in English.

Benefits

• Competitive package: salary plus equity package (BSPCE).
• Office: located in the heart of Paris, 2nd arrondissement (Quatre-Septembre metro).
• Remote work: up to 2 days per week and/or one full remote week per month.
• Best-in-class setup: latest-generation MacBook.
• Health insurance: Sidecare coverage fully paid by Spiko.
• Benefits: meal vouchers and a wide range of perks via Benefiz.
• Transport: 50% reimbursement of your Navigo pass or a sustainable mobility allowance.
• Social life: regular after-work events and biannual offsites.