Analista de Planejamento Operações Pleno at Riachuelo developing forecasts and improving resource allocation. Collaborating with strategic teams on operations and performance initiatives.
About the role
- Serve as the first point of contact for clients on all operational issues, providing responsive Tier 1 support and owning the full lifecycle of an issue from initial triage through to resolution.
- Partner directly with Engineering to troubleshoot and resolve complex on-chain and platform-level issues, providing clear, concise analysis to accelerate resolution.
- Assist in the execution of core token events, including vesting releases and distributions, ensuring accuracy and timeliness.
- Lead the operational onboarding for new clients, ensuring a seamless setup and providing expert guidance on platform workflows.
- Proactively identify opportunities for process improvement, converting recurring support requests into scalable, self-serve documentation and improved operational runbooks.
Requirements
- 3+ years of relevant experience in a high-stakes operational, technical support, or client-facing role within crypto, fintech, or capital markets.
- A systems-level thinker: You don’t just resolve the issue at hand; you instinctively look for root causes, patterns, and opportunities to build more scalable, efficient processes for the future.
- Strong foundational understanding of blockchain transactions, wallets (custodial and non-custodial), and key Web3 concepts.
- Proven ability to execute with precision and a high degree of ownership, especially under tight timelines.
- Proficiency with support/CRM tooling (e.g., Zendesk, Salesforce Service Cloud).
- Demonstrated experience protecting user privacy and handling confidential information.
- Excellent de-escalation skills and the ability to build trust with frustrated users.
- Precise and efficient written and verbal communication, capable of translating technical findings to both client and engineering audiences.
- Cognitive tenacity when dealing with uncertainty and a natural curiosity for solving complex problems.
- Bias for action, a natural sense of urgency, and the capacity to adhere to SLAs.
- Experience creating support playbooks or standard operating procedures (SOPs).
Benefits
- bonus eligibility
- equity eligibility
- benefits (including medical, dental, vision and 401(k))
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