Implementation Analyst
Location: Edinburgh
Full-time
In office 4 days/week
Are you someone who wants to…
- Own technical onboarding and turn complexity into smooth go‑lives.
- Support customers hands‑on, providing second‑line help when it matters.
- Work across products and integrations with partners like Visa and Thredd.
If so, we would love to hear from you!
Who We Are
Modulr is the payments automation platform that streamlines money movement with accuracy, control and reliability – built to scale. Processing over 200mn transactions and £180bn annually, Modulr is trusted by more than 6,000 businesses to automate payment and reconciliation workflows – removing manual work, lowering costs and reducing errors.
Modulr provides a single platform for automating how money moves into and out of a business - including payroll, supplier payments, spend management and payment collection. With over a decade of experience as a regulated payments provider, Modulr delivers the reliability needed to run mission-critical finance operations at scale.
Find out more about us on our website and careers site.
What You’ll Do
- Support the delivery of onboarding projects by owning and managing technical setup, resolving troubleshooting issues, and maintaining high levels of process accuracy
- Provide working‑level technical support to customers and internal teams during onboarding and early go‑live, and act as second‑line support during BAU for integration and cards enquiries, escalating complex issues appropriately
- Configure Modulr’s full suite of products, services, and integrations across all client types, ensuring accurate setup and consistent delivery standards
- Work with third‑party partners (e.g. Visa, Thredd) to support successful integrations, troubleshooting, and go‑live readiness
- Coordinate and validate customer access across sandbox and production environments, including credentials, permissions, and readiness checks
- Use tools such as Postman to diagnose and resolve straightforward API and implementation issues
- Manage and progress implementation/support tickets through Freshdesk, ensuring timely responses, accurate updates, and adherence to agreed SLAs
- Manage multiple onboarding cases concurrently, ensuring SLA adherence and timely progression to go‑live
- Maintain accurate, up‑to‑date records in Salesforce, including milestones, risks, dependencies, and executive summaries
- Identify and manage internal dependencies across Product, Compliance, Finance, and partner teams, escalating blockers when required
- Coordinate clean handover to Support or Account Management once onboarding criteria are met
- Ensure all onboarding activity is well documented, auditable, and compliant with regulatory and internal governance standards
- Continuously seek opportunities to improve onboarding efficiency and accuracy through automation and the effective use of AI‑enabled tools
Who You Are
What you’ll need
- Experience in implementation, operations, or technical support within a fintech or regulated environment
- Working knowledge of APIs and system integrations, with hands‑on troubleshooting experience preferred
- Comfortable independently delivering standard tasks while operating within established processes and governance controls
- Able to solve a range of straightforward problems using standard procedures and clear escalation paths
- Strong organisational skills with the ability to manage multiple priorities effectively
- Clear and professional communication skills when working with both internal teams and external customers
- A curious mindset with a drive to explore how automation and AI can improve delivery quality and efficiency
Nice to haves
- Experience using tools such as Postman, Salesforce, or Freshdesk
- Exposure to payments products such as Cards, Direct Debits, or Faster Payments
- Experience working in scale‑up or fast‑paced delivery environments
- A curious mindset and drive to explore how AI can make a real difference.
What We Offer You
- Share Options – We offer a Company Share Option Plan (CSOP), giving you the opportunity to benefit from any increase in share value in the event of a sale, merger, or flotation.
- Bonus – Our annual discretionary bonus, paid in May for the previous year, is based on both company and individual performance.
- Flexible benefits - £1000 to spend on benefits to suit you, including private medical insurance, gym membership, dental etc.
- Wellbeing app – confidential, on-demand access to therapy, coaching, counselling, management training or mindfulness sessions with accredited professionals, with company-funded hours and top-up options available.
- Holidays - 33 days annual leave (including bank holidays) plus your birthday off. In the UK, Christmas Day, Boxing Day, and New Year’s Day are fixed holidays. You can choose the remaining days to suit your personal schedule.
- Learning opportunities - Our two-day onboarding program, ModStart, helps equip you for success. Learning doesn’t stop there; we’ll continue to support your development through various channels.
- Company-Wide Events - Participate in collaborative and engaging events with colleagues across the business.
- Bike to work / E-bike scheme
ModInclusion
At Modulr, we’re committed to building a diverse, equitable and inclusive culture where everyone feels they belong and can bring their whole self to work. We welcome applications from candidates of all backgrounds as we believe it’s the right thing for our people, our business, and the community we operate in.
By submitting your CV, you consent to us using your personal data to assess your application, contact you, or share your CV with relevant hiring managers. You can request removal of your data at any time by emailing [email protected] - though this will withdraw you from consideration for the role.
