About the company
The global financial ecosystem is changing. Revolutionary blockchain technology has unlocked the potential for people around the world to have more equal access to wealth and information. This transformation has begun with the mass global adoption of cryptocurrencies but like all new financial systems, it needs greater trust to realize its full potential and remain safe from bad actors. That’s where we come in. The Chainalysis blockchain data platform enables businesses, governments, and banks to solve the world’s most high-profile criminal cases, paving the way for an economy built on blockchains.
Job Summary
Within a year you are successful if…
📍You have documented new processes, updated existing ones, and effectively communicated changes to the Support team, ensuring global alignment. 📍You have ensured all support tools are functioning optimally, minimizing downtime and maximizing efficiency. 📍You have streamlined project management using tools like Jira, driving timely completion of operational initiatives that enhance our support capabilities. 📍You have built solid working relationships across functions, facilitating smooth collaboration between Support, Engineering, Product, and other teams to resolve complex issues and drive product improvements. 📍You have maintained and improved KPI dashboards, providing real-time visibility into team performance and identifying trends for improvement. 📍You have analyzed KPI reports, identified irregularities, and implemented corrective actions that improved key metrics such as response times and customer satisfaction scores.
Key Responsibilities
📍Document new processes, changes to existing processes, and ensure the Customer Support & Technical Solution teams are aware and trained on these updates. 📍 Support and Technical Solution teams' Confluence spaces, ensuring optimal organization of articles and reducing clutter by systematically archiving outdated material. 📍Own account provisioning lifecycle 📍Provision new customer accounts and environments 📍Update license templates as needed 📍Review churn tickets, and alerts
