Operations Support Analyst
Dublin
Operations /
Full-time /
Hybrid
About us:
Avara builds innovative products leveraging blockchain technologies. Avara's suite includes the Aave Protocol, along with the 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 an experienced Operations Support Analyst to join our expanding team. The ideal candidate will possess a background in regulated finance, an interest in and understanding of cryptocurrencies, and a strong desire to help customers.
How you can make an impact:
- Deliver exceptional customer service and manage challenging situations with empathy and professionalism.
- Resolve a wide range of customer issues, including account management, transactions, and product navigation.
- Manage and track customer inquiries using ticketing tools, ensuring timely and effective resolution in accordance with internal SLAs.
- Collaborate with internal teams to escalate and resolve complex technical issues.
- 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 update support documentation, FAQs, and user guides.
- Support AML/CFT processes, such as in respect of customer due diligence, screening, customer risk assessments, and ongoing monitoring.
- Ensure all research and analysis are thoroughly completed and documented.
- Prepare and escalate internal suspicious activity reports as appropriate.
- Collect and relay user feedback to the product and development teams to help improve the product.
- 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 and identify potential issues before they affect customers.
- Develop and maintain comprehensive documentation for internal processes and customer interactions.
- Engage in continuous improvement initiatives to enhance support processes and customer experience.
Let's connect if:
- Bachelor’s degree in Finance, Business, Technology, or a related field is preferred.
- Minimum of 2-3 years of experience in a support role, preferably within a regulated financial institution.
- Keen interest in and understanding of cryptocurrencies and blockchain technology.
- Experience using ticketing tools.
- Familiarity with AML/CFT regulations and processes is highly desirable.
- 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.
