How you can make an impact:
- 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
Let's connect if:
- 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