Senior Operations Support Analyst, Avara
Open source protocol for decentralised lending
Open for applications
Open source protocol for decentralised lending
101-200 employees
Open for applications
101-200 employees
Company mission
To reinvent our modern paradigms in the realm of finance, social media networking and beyond.
Role
Who you are
- 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
- This is a high-impact role that requires expertise in customer support operations, strong problem-solving abilities, and a proactive mindset
- 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
What the job involves
- We are seeking a highly experienced Senior Operations Support Analyst to join our expanding team.
- 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
Our take
Avara is a software technology company, known for its cutting-edge Web3 products built on blockchain technologies. Avara has crafted the highly resilient Aave Protocol, a decentralised, open-source, and non-custodial liquidity protocol.
One of Avara's distinctive features is its tokenisation of deposits, allowing users to earn interest in real time as their deposits are transformed into tokens. Depositors contribute liquidity to pools, and borrowers can access this liquidity with variable and stable interest rate options. The Avara Protocol's commitment to community governance is further exemplified through initiatives like the Avara Grants DAO, a community-led grants program financing ideas from the Aave Protocol's community.
Avara's influence extends beyond its flagship protocol, as the company has expanded its portfolio to include transformative projects. Notably, Avara has introduced GHO, an algorithmic stablecoin aimed at revolutionising the stablecoin market by ensuring the verifiability of reserves. Additionally, Avara has ventured into decentralised social networking with Lens, while strategic acquisitions of Sonar, a metaverse app, and the Family Crypto wallet underline its dedication to realising a people-powered internet that benefits all.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-14% employee growth in 12 months
Glassdoor (4.2)
Company
Funding (last 2 of 3 rounds)
Dec 2024
$31m
EARLY VC
Oct 2020
$25m
EARLY VC
Total funding: $63.5m
Company benefits
- Work-life balance
- 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
Company HQ
Notting Hill, London, UK
Leadership
Stani Kulechov
(CEO)Stani graduated from the University of Helsinki with a Master's in Law.
Salary benchmarks
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