Senior Operations Support Analyst

Avara • Full-time • Dublin • 2m ago

About us:

Avara builds innovative products leveraging blockchain technologies. Avara’s suite includes the Aave app, unleashing the Aave Protocol and its native stablecoin GHO, Lens, an open social network, and Family, a design-first mobile crypto wallet. Avara’s vision is to build a people-powered internet that benefits all.

Our culture:

Having cultivated a thriving, collaborative culture, our team is kind, welcoming and passionate about what we are building. We celebrate differences and seek to develop and retain the most talented people from a diverse candidate pool from all over the world. No matter where you are based, no ghost will be left behind and we appreciate every moment we get to work and have fun together.

About the role:

We are seeking a highly experienced Senior Operations Support Analyst to join our expanding team. This is a high-impact role that requires expertise in customer support operations, strong problem-solving abilities, and a proactive mindset. The ideal candidate will possess a background in regulated finance or technology, a good understanding of cryptocurrencies, and a proven ability to manage complex support issues efficiently and professionally.

How you can make an impact:

Deliver exceptional customer service, resolving complex issues with a high degree of empathy and professionalism
Manage and track customer inquiries using Zendesk and/or other ticketing tools, ensuring timely and effective resolution in accordance with internal SLAs
Take ownership of escalated and high-priority cases, collaborating with internal teams to drive swift and effective resolutions.
Act as a subject matter expert, providing guidance on operational processes and troubleshooting methodologies
Educate users on the effective and safe use of Avara’s regulated products and services through the provision of information, statements of facts and figures
Develop and enhance support documentation, FAQs, and user guides
Ensure internal support documentation is kept up-to-date to improve team efficiency and knowledge-sharing
Lead or contribute to continuous improvement initiatives to enhance support processes and customer experience
Support AML/CFT processes, including customer due diligence, screening, customer risk assessments, and ongoing monitoring
Prepare and escalate internal suspicious activity reports as appropriate
Collect and relay user feedback to the product and development teams to support continuous product improvement
Verify, document, and submit detailed tickets to the internal development team regarding reported product issues
Follow up with the development team to ensure timely issue resolution and communicate updates to affected customers
Participate in testing and validation of fixes to confirm resolution before deployment
Monitor system performance, proactively identifying and mitigating potential issues before they impact customers

Let's connect if:

Bachelor’s degree in Finance, Business, Technology, or a related field is preferred
At least 5 years of experience in a support role, preferably within a regulated financial institution or fintech
Familiarity with AML/CFT regulations and processes is highly desirable
Keen interest in and understanding of cryptocurrencies and blockchain technology
Extensive experience using ticketing tools and managing complex support workflows
Strong organisational skills with exceptional attention to detail
Excellent verbal and written communication skills in English
Strong analytical and problem-solving skills. Ability to think critically and troubleshoot effectively
Comfortable working in a fast-paced, dynamic environment and adapting to changing priorities and technologies
Ability to work collaboratively with cross-functional teams and contribute to a positive team culture

Haven’t quite met all the criteria? Let’s not miss out on the chance to speak. Whilst you might not meet every single requirement, you might bring other, more exciting skills to the companies!

Equal opportunity statement:

Avara celebrates diversity and view each and every team member as a separate individual with their own unique identity. No matter your race, religion, gender, ethnicity, age, (dis)ability, sexual orientation or even the wallet you use, we welcome you at Avara.

As an equal opportunities employer, we take accountability and believe in everyone's potential to build, create and inspire changes. With a mission to build a diverse workforce, we are proud to foster a working environment in which everyone can feel safe and valued for who they are.