Operations Analyst
vor 2 Wochen
Business/Systems Analysts (Information & Communication Technology)At Visory, we are on a mission to transform the financial back office into business intelligence. Our platform connects businesses to expert talent and provides them with the tools and insights they need to thrive, ensuring that every small and medium-sized enterprise (SME) has access to the power of vision, enabling them to make informed decisions and drive their business forward.Since our launch in early 2020, we've been revolutionising how businesses handle their financial management with our team of driven and talented individuals across finance, customer success, product, and engineering. Our diverse and geographically distributed team upholds the highest standards, thriving in a fast-paced, challenging environment with an unrelenting passion for customers and technology.We value a product-first mindset—one that is not bound by limits and allows us to seek opportunities where others don't.The OpportunityAs an Operations Analyst within our Expert Solutions team you'll play a critical role in ensuring that certified Experts in Visory's Marketplace receive prompt, accurate, and high-quality support, enabling their success and contributing to the scalability of marketplace operations.Acting as the first point of contact for Expert requests, you'll be responsible for triaging and resolving issues, streamlining processes, and driving operational efficiencies. By identifying opportunities for improvement and equipping Experts with the tools, knowledge, and guidance they need, the Operations Analyst ensures a seamless Expert experience and supports their ability to consistently deliver a high standard of service.Manage Requests: Triage and resolve inbound Expert requests, ensuring timely and accurate support.Streamline Processes: Identify recurring issues, develop efficient solutions, and implement process improvements to reduce friction.Develop Resources: Build and maintain a knowledge library (FAQs, troubleshooting guides, training materials) to support self-service and upskill Experts.Enable Success: Provide workflow guidance to ensure Experts are set up for success and stay informed about new product releases.Data & Reporting: Monitor request volumes, analyze trends, and deliver insights to improve operations and Expert satisfaction.Act as a Feedback Liaison: Gather feedback from Experts and collaborate with internal teams to inform product and process improvements.We're looking for someone who has:2+ years of experience in operations, customer support, or process improvement roles.Strong problem-solving and critical thinking abilities with a process-oriented mindset.Excellent written and verbal communication skills, with a customer-centric focus.A proactive and adaptable attitude to thrive in a fast-paced, dynamic environment.Exceptional attention to detail, ensuring precise documentation and compliance with processes.Experience creating and delivering training materials or knowledge resources (ideal but not essential).A self-starter mentality with the ability to identify issues and take decisive action to resolve them.What you might love about working at Visory:You'll be part of a collaborative, high-impact team that directly contributes to the success of Experts on our platform.We have a flexible working environment, whether it's picking up the kids from school or taking some time to enjoy the mid-day sunshine. We also have part-time options available.We operate with a high level of autonomy where you determine how you help us achieve our goals.We are a remote-first team so the role can be based anywhere in Australia or New Zealand, but we connect in person frequently to our co-located colleagues, whether this is for coffee or in one of our many workspaces across Australia and New Zealand. Of course, if you prefer an office environment you can utilise these workspaces as frequently as you like.Our Values:People First – Empathy and humility over all else.No limits mindset - Fear of failure? It's low around here. When we fail, we fail fast.Honesty - Constructive confrontation and continuous feedback is key.Results driven - We are output focused and don't respect superficiality.Resilience - We value grit: perseverance is our "middle name".Integrity - We always do what's right, not what's convenient.What to consider before applying:We're a start-up that is growing very quickly.We are new at this and looking to experiment, likely making a few inevitable mistakes along the way (which is ok).At times, we are building the bike while riding it.We won't handhold you.We have a highly autonomous environment. However, this doesn't mean we don't work as a team.We offer unvarnished honesty and love continuous feedback.Our Hiring Process:Getting acquainted and understanding your skills – 1 hour MS Teams call.Culture and values interview - 1 hour MS Teams call.Decision.Sometimes our emails might go to your junk mail – please check there if you haven't heard from us.Your application will include the following questions:What are your working rights?What is your expected salary package?Do you have any experience in a similar role?To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory.
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