User Operations Associate

Walrus LLC

Job Overview

Location

New York City

Job Type

Full-time

Full Job Description

📋 Description

• Conduct live tutorials to onboard new clients using the DoubleCheck platform, ensuring seamless adoption and understanding of payment verification workflows.
• Execute external-facing financial operations including reviewing payment instructions with error flags, provisioning new client accounts, and configuring specialized features for power users.
• Analyze user outcomes and investigate recurrent issues, collaborating with the Product team to propose and implement data-driven solutions to improve service quality.
• Communicate directly with clients to resolve advanced questions, provide clarification on payment protocols, and ensure accurate execution of financial transactions.
• Create and maintain internal and external documentation such as operating guides, knowledge bases, and step-by-step tutorials for clients and internal teams.
• Use user feedback and product usage data to contribute directly to the product roadmap and strategic priorities, translating operational insights into product improvements.
• Work closely with Engineering, Product, and Sales teams to align operational processes with product capabilities and client needs.
• Serve as a key point of contact for clients during critical payment verification processes, ensuring accuracy, compliance, and timely resolution of issues.
• Monitor and report on service level metrics, identifying trends and recommending process optimizations to enhance client satisfaction and operational efficiency.
• Maintain meticulous attention to numerical and verbal detail, catching errors in payment instructions, documentation, and client communications before they impact transactions.
• Act as an organizer and problem-solver within the team, taking ownership of operational tasks and ensuring timely follow-through on client requests and internal initiatives.
• Participate in continuous learning about B2B payments, fraud prevention, and financial technology systems to deepen expertise and improve client support quality.
• Support the scaling of customer success operations by documenting best practices and helping train new team members as the company grows.
• Contribute to a low-ego, collaborative culture by providing clear, concise communication and actively mentoring peers while remaining open to feedback.
• Operate in a hybrid model based in New York City, with in-office requirements for team alignment, client meetings, and operational coordination.
• Leverage proprietary AI and authentication technology to verify financial data transfers, ensuring secure and accurate payment processing for enterprise clients.
• Engage with clients in investment management and other regulated financial sectors, adhering to high standards of confidentiality and compliance.

🎯 Requirements

• Fanatically attentive to numerical and verbal detail, with a proven ability to detect errors in data, documentation, or communication
• Experience in operations, ideally financial operations (e.g., banking, venture capital, accounting) or enterprise customer success
• Ability to extract meaning from confused or incomplete descriptions and respond with clear, concise, and accurate guidance

🏖️ Benefits

• Competitive salary ranging from $70k–$90k, plus substantial equity compensation
• Paid medical, dental, and vision insurance with strong coverage for dependents
• Unlimited PTO, parental leave, company contribution to wellness, and retirement benefits
• Relocation assistance provided for candidates moving to New York City

Skills & Technologies

Junior

Remote

$70k-90k

Degree Required

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Walrus LLC

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About Walrus LLC

Walrus is a decentralized exchange aggregator that routes swaps across Solana DEXs to find optimal prices and minimal slippage. It provides a unified API and frontend that combines liquidity from multiple sources, enabling traders to execute large orders efficiently. The protocol splits trades across venues, applies MEV protection, and offers real-time price quotes. Developers can integrate Walrus SDK to embed swapping functionality into wallets and applications. Governance is handled by the WAL token, which also captures protocol fees. The project focuses on transparency, open-source tooling, and community-driven development within the Solana ecosystem.

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