Operations Senior Analyst

About the role

This role involves daily oversight of Pix transactions, including monitoring availability, failures, rejections, and refunds. The Senior Analyst will track key operational metrics such as success rates, processing times, and fraud events, ensuring the smooth functioning of payment processes. A core part of the work includes monitoring system health and responding to operational alerts and anomalies.

The Senior Analyst will act as a critical support layer for operational incidents, managing escalations and providing Level 2 assistance for complex customer issues related to transactions, failures, and reconciliation. This position requires close collaboration with both Customer Support and Engineering teams, serving as an intermediary to prioritize fixes and drive automation initiatives.

Success in this position means effectively managing operational incidents, ensuring rapid resolution of payment issues, and maintaining high performance indicators. The individual will contribute to a robust operational framework within a leading blockchain ecosystem, supporting the company's mission to advance financial access globally.

The annual salary for this position ranges from $76,500 to $137,500.

Skills that matter here

• fintech: Experience in the financial technology sector is required to understand the operational landscape of digital payments.
• payment operations: Direct experience managing the processes and systems involved in payment transactions is essential for this role.
• customer operations: Background in supporting customer-facing issues related to financial services will be useful for handling escalations.
• Pix: Specific knowledge of the Pix payment system is necessary for monitoring and troubleshooting transactions.
• operational incidents: Experience in managing and responding to disruptions and critical events is a core responsibility of this position.
• analytical mindset: A strong ability to analyze data and operational indicators is needed to track performance and identify issues.

Who this role suits

• Someone who thrives in a dynamic, high-pressure environment.
• An individual with a meticulous approach to data and process monitoring.
• A person who is adept at problem-solving and takes a hands-on approach.
• A candidate who can effectively communicate and manage expectations with various internal stakeholders.

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).