Senior Operations Support Analyst, Aave Labs
Open source protocol for decentralised lending
Job no longer available
Open source protocol for decentralised lending
101-200 employees
Job no longer available
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
Aave Labs is known for its cutting-edge Web 3.0 products built on blockchain technologies. The company has crafted the highly resilient Aave Protocol - a decentralised, open-source, and non-custodial liquidity protocol.
One of its distinctive features is the 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.
Over the years, Aave Labs has branched out with projects such as its Lens social media protocol and Family wallet. However, these projects are now being shut down as the company refocuses its attention on DeFi. This move simplifies the company's structure and puts it in a better position to pursue goals of scaling towards trillions of dollars in onchain financial activity.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-14% employee growth in 12 months
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
(Founder & CEO)Stani graduated from the University of Helsinki with a Master's in Law.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job