Role in brief
Binance is seeking a Senior Operations Analyst to manage payment operations, specifically focusing on Pix transactions. This role involves daily monitoring, incident management, and acting as a liaison between customer support and engineering teams. Candidates with experience in fintech payment operations, strong analytical skills, and a problem-solving approach will find this role a good fit.
About the role
This role involves the daily oversight of Pix transactions, including monitoring availability, failures, rejections, and refunds. The Senior Analyst will track key operational and performance indicators such as transaction success rates, processing times, and fraud events. A core responsibility is to ensure system health and detect payment processing anomalies, supporting the stability of critical financial operations.
The position acts as a Level 2 support for critical payment and operational issues, investigating complex customer problems related to transactions, failures, and account incidents. The analyst will serve as an intermediary, coordinating between customer support and technology teams. This includes managing incident escalations and supporting crisis management during operational disruptions, requiring close collaboration with engineering teams to prioritize fixes and automation.
Success in this role means maintaining high operational efficiency and quick resolution of payment-related issues within a fast-paced fintech environment. The ideal candidate will demonstrate a hands-on approach to problem-solving, ensuring smooth payment flows and contributing to the overall reliability of Binance's financial services. This involves continuous monitoring and proactive management of operational challenges.
The annual salary for this role ranges from $76,500 to $137,500.
Skills that matter here
- fintech: Experience in fintech is essential for understanding the specific operational challenges and regulatory landscape of digital finance.
- payment operations: This role requires direct experience with payment operations to effectively monitor transactions, manage failures, and support reconciliation activities.
- customer operations: The role involves acting as Level 2 support and investigating customer issues, making experience in customer operations valuable for effective problem resolution.
- Pix: Knowledge of Pix is a specific requirement for monitoring and managing transactions within this payment system.
- operational monitoring tools: Familiarity with these tools is necessary for tracking system health, alerts, and payment processing anomalies.
- incident management processes: This skill is crucial for supporting and coordinating incident escalations during critical operational events.
Who this role suits
- Someone who thrives in a dynamic, high-pressure environment and can adapt quickly to evolving operational challenges.
- An individual with a meticulous, analytical mindset who pays close attention to detail in monitoring financial transactions and performance indicators.
- A person who is proactive and hands-on in identifying and solving problems, particularly those involving complex payment issues and system anomalies.
- A strong communicator capable of effectively liaising between customer-facing teams and technical engineering teams during critical incidents.
From the employer
- Monitor Pix transactions, availability, failures, rejections, refunds and operational disruptions on a daily basis.
- Track operational and performance indicators such as transaction success rates, processing times, transaction volumes, complaints, refunds and fraud-related events.
- Monitor system health, operational alerts, and payment processing anomalies.
- Support operational incident management and escalation processes during critical events.
- Act as Level 2 support for critical payment and operational cases escalated by Customer Support teams.
- Investigate complex customer issues involving transactions, payment failures, refunds, reconciliation, and account-related incidents.
- Serve as the operational intermediary between Customer Support and Technology teams.
- Coordinate incident escalations and support crisis management during operational disruptions.
- Work closely with Engineering teams to prioritize fixes, operational improvements and automation initiatives.
- Support reconciliation and operational validation activities when required.
- Experience in fintech, payment operations, customer operations, NOC, or digital banking environments.
- Knowledge of Pix, payment flows, digital accounts, and financial operations.
- Experience supporting operational incidents and customer escalations.
- Strong analytical mindset and attention to detail.
- Ability to work in fast-paced and high-pressure environments.
- Familiarity with operational monitoring tools, ticketing systems, and incident management processes.
- Strong communication and stakeholder management skills.
- Hands-on and problem-solving oriented profile.
- Shape the future with the world s leading blockchain ecosystem.
- Collaborate with world-class talent in a user-centric global organization with a flat structure.
- Tackle unique, fast-paced projects with autonomy in an innovative environment.
- Thrive in a results-driven workplace with opportunities for career growth and continuous learning.
- Competitive salary and company benefits.
- Work-from-home arrangement (the arrangement may vary depending on the work nature of the business team).
Questions about this role
What is the remote work policy for this role?
This is a fully remote position with a work-from-home arrangement, though specific details may vary based on business team needs.
What level of seniority is this position?
This is a senior-level position.
What are the key skills required for this role?
Key skills include experience in fintech or payment operations, knowledge of Pix and payment flows, experience with operational incident support, strong analytical abilities, and familiarity with operational monitoring and ticketing systems.