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Operations Support Analyst

OperationsLondon, England

About us: Avara is a group of software development companies that build open-source, blockchain-based software for the Web3 world. With a mission to reinvent our modern paradigms in the realm of finance, social media networking and beyond, we are focused on building revolutionary products and protocols that will reinvent the ways we communicate, our financial systems, and our cultural norms. United with one clear goal, Avara is determined to build a future for users that provides them with better control over their finances, data, and social experiences. 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. Job summary:  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.

About Avara

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.

Responsibilities:

  • Customer Support:
  •   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.
  • Customer Education:
  •   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.
  • AML/CTF Support:
  •   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.
  • Troubleshooting & Internal Collaboration:
  •   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.
  • Operational Tasks:
  •   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.

Requirements:

  • 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.

What we offer

  • Work-life balance
  • Competitive salary and equity
  • Regular team events and off-sites
  • Medical coverage and pension
  • Generous paid parental leave
  • Generous vacation and sick leave
  • Work from anywhere
  • Paid co-working space/desk

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