Complaints Analyst (Crypto)

TL;DR

Complaints Analyst (Crypto): Investigate, troubleshoot, and respond to customer complaints across multiple channels with an accent on regulatory compliance, legal support, and process improvement. Focus on managing complex escalations, leveraging AI for productivity, and driving operational efficiency in a fast-paced crypto environment.

Location: Hybrid work format with in-person participation required throughout the year

Salary: 87,600 AUD annually

Company

hirify.global is a leading crypto and blockchain platform focused on increasing economic freedom worldwide.

What you will do

• Investigate and respond to customer complaints efficiently across various channels.
• Manage and resolve Tier 2 escalations with minimal guidance.
• Communicate tactfully with internal and external stakeholders.
• Lead process improvements and act as a Subject Matter Expert on workflows.
• Support legal teams by researching complex customer issues and analyzing evidence.
• Use data to visualize complaint trends and drive workflow and policy changes.

Requirements

• Must work defined shifts as required by the business.
• Minimum 3 years relevant experience in financial services, crypto, investigations, legal, or tech industry.
• Experience in complaints, compliance, regulatory, fraud, disputes, or litigation support.
• Strong communication skills to present information globally across departments.
• High accuracy, attention to detail, and excellent proofreading skills.
• Embraces AI for productivity and innovation in daily tasks.

Nice to have

• Proficiency with Google Workspace, JIRA, and Salesforce for case management.
• Understanding of hirify.global products, crypto ecosystem, blockchain fundamentals, and DeFi.
• Background in legal research, compliance, or dispute resolution.
• Experience in process improvement and workflow optimization.
• Responsible and strategic AI integration into work.

Culture & Benefits

• Intense, high-performance work culture with high expectations.
• Hybrid work with required in-person participation and multiple annual offsites.
• Commitment to equal opportunity and reasonable accommodations.
• AI tools piloted for interview and evaluation processes.
• Comprehensive benefits including medical, dental, and vision.