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

The crypto industry is evolving rapidly, offering new opportunities in blockchain, web3, and remote crypto roles — don’t miss your chance to be part of it.