User Operations Associate

Job description

ABOUT US B2B payments are a multi-trillion-dollar industry and, as the industry pushes further into digitization and faster settlement, fraud has become a massive problem — to the tune of $43B in annual losses. Walrus http://www.walrusfi.com/ is the leader in B2B payment verification, with clients that include some of the biggest names in investment management. Our DoubleCheck platform combines advanced authentication, proprietary technology, AI, and novel UX to collect and confirm payment details. DoubleCheck has defined a new category: verifying the safe transfer of financial information and assets. Walrus is led by PhD computer scientists and security researchers, with decades of experience in engineering, cybersecurity, and cryptography, and many research accomplishments at Harvard, Stanford, MIT, the University of Chicago, Columbia, UTexas, and NYU. We’re backed by one of the world's leading fintech VC funds, as well as founders and former executives of Twitter, Google Maps, Databricks, and Kayak. THE ROLE You’ll be an early member of a critical area for our business: customer success (CX). For us, CX means helping clients (and their clients) use our product, as well as handling operational tasks behind the scenes. You’ll work closely with the Engineering, Product, and Sales teams. Your role will be very hands-on. You’ll use data and user research to set strategies and drive decisions about service levels. You and the team will: - Conduct live tutorials to onboard new clients. - Execute external-facing and financial operations, such as reviewing payment instructions with error flags, provisioning new client accounts, and configuring specialized features for power users. - Analyze user outcomes and investigate recurrent problems, working with the product team to propose and implement solutions. - Communicate with users and help resolve advanced questions. - Create internal and external documentation, including operating guides, tutorials, and knowledge bases. - Contribute to the product roadmap and strategy, based on product usage data, user feedback, and your knowledge of user needs. This is a great role for someone who is analytically and verbally rigorous but hasn't yet worked at a technology company — or someone who has operating experience in a tech company and wants to learn about a new problem and new technology. You’ll be part of our early team, and we will be correspondingly committed to your development. Strong performers in this role will have the opportunity to influence and shape the team as it scales, or expand into other roles within the company (for example, supporting product development or business strategy). ABOUT YOU This role requires a mix of talents that are not usually found in the same person. You instantly notice numerical errors, typos, and grammar mistakes, and they bother you. In other words, you are fanatically attentive to numerical and verbal detail. You can read or hear a confused description from someone and extract their meaning, and respond in a way that is clear and concise. Among your friends, you are the do-er, the organizer, the one who is depended upon to get things done. Also: - You have some work experience in operations, ideally financial operations (for example, in banking, venture capital, or accounting), or enterprise customer success. That said, we are much more interested in potential than prior experience. - You are passionate about fixing a widespread societal problem. - You have a bachelor’s degree (in any subject), though this is not required. If you do have a degree, you did well in it with a strong GPA. WHAT IT’S LIKE TO WORK WITH US We’re a tight-knit, early-stage team that’s focused on building a product that our clients love. We have a strong company culture based on collaboration, ownership, and mentoring. We meet sparingly and efficiently. We have a low-ego workplace, where we provide the tools for everyone to do their best work. You will work closely with the leadership team, and have room for extensive growth within the company. - Our overall team is split between hybrid based in NYC and remote in the US. - The User Operations Associate role is required to be hybrid in NYC. We will provide relocation assistance. - Walrus offers competitive compensation and benefits, including salary, equity, paid medical insurance, dental, vision, company contribution to wellness, good coverage for dependents, parental leave, retirement, relocation assistance, and generous PTO. We believe talent comes from all backgrounds and walks of life, and are committed to providing a comfortable environment for everyone to work. The base pay for this position ranges between $70k-$90k (depending on location and experience). There is additionally a substantial equity component, not included in these figures. This information is provided per the New York City Human Rights Law. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.