Customer Operations Analyst
Takenos helps Latin American freelancers receive international payments by providing digital wallets for instant access to funds in cash or crypto.
Projects
About Takenos
Takenos helps freelancers and cross-border workers in Latin America receive international payments from platforms like Upwork, YouTube, and Twitch by providing digital wallet services. With it, you can create foreign currency accounts, withdraw funds instantly in local currency, and use USDT for transactions. Takenos reduces intermediary fees and enables access to global financial systems for remote workers.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will own operational workflows from start to finish and resolve customer cases through closure. You will investigate dashboards and logs, consult providers, reconstruct incidents, and identify root causes. You will handle operational questions and Intercom tickets, propose automation improvements, apply your payment-flow knowledge, collaborate with product and technology teams, and prioritize recurring issues by impact. You will also work autonomously in ambiguous situations.
Requirements
- Prior operational knowledge
- Understanding of payment flows and their operational states
- Ability to investigate dashboards and logs
- Ability to work with providers and cross-functional product and technology teams
- Ability to identify patterns and prioritize by impact
- Ability to work autonomously in ambiguous situations
- Ability to resolve customer cases through Intercom
Responsibilities
- Resolve operational cases from start to finish
- Investigate dashboards logs and provider information to identify root causes
- Handle customer operational questions and Intercom tickets
- Propose automation improvements to prevent recurring issues
- Apply knowledge of payment flows and operational states
- Escalate issues to product technology teams and providers with relevant context and data
- Identify patterns and prioritize improvements by impact
- Work autonomously in ambiguous situations
Benefits
- In-person team gatherings twice a month
