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
- 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
- The ideal candidate will possess a background in regulated finance, an interest in and understanding of cryptocurrencies, and a strong desire to help customers
What the job involves
- 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
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
Some candidates hear
back within 2 weeks
-14% employee growth in 12 months
Glassdoor (4.2)
Company
Funding (2 rounds)
Oct 2020
$25m
EARLY VC
Jul 2020
$7.5m
SEED
Total funding: $32.5m
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 values
- Craft: We take pride in craft, talent, attention to detail, mindfulness, resourcefulness, and meaningful steps towards excellence
- Accountability: We take responsibility for our own decisions, actions and results, and we work as one team
- Integrity: We count on each other to be direct, honest, and caring. Our word matters; what we say is what we do
- Sisu: We cultivate inner strength and self-awareness. We persevere in the face of obstacles
- Community: We create products that increase access and engender human connection and community
Company HQ
Notting Hill, London, UK
Articles
Leadership
Stani Kulechov
(CEO)Stani graduated from the University of Helsinki with a Master's in Law.
Salary benchmarks
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Diversity, Equity & Inclusion at Avara
Muna Gullam (People & Talent Partner )
- Avara celebrates diversity and views each and every team member as a separate individual with their own unique identity. No matter your race, religion, gender, ethnicity, age, disability, 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.
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