Web3 Customer Support Jobs

At Shakepay, we’re on a mission to usher in the Bitcoin golden age. We’re reimagining financial services to give every Canadian their fair shake.Our culture is built around doing work that matters, winning as a team, and celebrating success. If you're the kind of person who values growth, shipping fast, and sharing your ideas openly with a group of like-minded people, come and build with us!About Shakepay

Since 2015, we’ve been building the Shakepay app to make buying and earning bitcoin fast, easy, and secure. In 2022, we launched the Shakepay Card, allowing shakers to earn bitcoin rewards when they shop. Today, more than one million Canadians use Shakepay to grow their bitcoin savings and take control of their financial future. 

We’re regulated across all Canadian provinces and territories, and backed by renowned venture capitalists with a funding of $44M. We have a passionate, loyal, and growing community, and we’re looking for people who want to help us build something truly special.

AML Operations Lead

As the AML Operations Lead, you will oversee the Anti-Money Laundering (AML) operations team, ensuring that workflows are efficient, compliant, and aligned with business objectives. You will be responsible for managing incoming and backlog work, forecasting operational workload based on rule changes, and collaborating with the Chief Anti-Money Laundering Officer (CAMLO) to find a balanced approach to AML rules and workflows. Additionally, you will present key updates and insights to leadership, assess team capacity, and continuously drive process improvements.

What you’ll be doing 

• Lead and develop a high-performing AML operations team, fostering growth and continuous learning.
• Maintain oversight of incoming workload and backlog, ensuring efficient prioritization and resolution.
• Provide accurate workload forecasts when implementing or modifying AML rules and workflows.
• Collaborate with the CAMLO and key stakeholders to balance compliance requirements with operational efficiency.
• Assess team capacity and allocate resources effectively to meet service level agreements (SLAs).
• Continuously improve AML operational processes to enhance effectiveness and efficiency.
• Oversee escalations related to AML investigations and high-risk accounts, ensuring compliance with regulatory requirements.
• Report on key performance indicators (KPIs) related to AML program health and operational performance.
• Work closely with fraud prevention, compliance, and customer support teams to streamline workflows and improve the customer experience.
• Champion automation initiatives to improve operational efficiency and reduce manual effort where possible.

Who we’re looking for 

• 5+ years of experience in AML operations, compliance, or fraud prevention within financial services, with a strong preference for experience in crypto companies, money service businesses, or fintech.
• 2+ years of managerial experience leading AML or fraud operations teams.
• Strong understanding of AML compliance regulations and best practices.
• Ability to leverage technology and data analytics to optimize AML operations and improve decision-making.
• Experience in workload forecasting and capacity planning.
• Proven ability to collaborate cross-functionally and influence stakeholders at all levels.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced, rapidly changing environment with a startup mentality.

Bonus points

• Certified Anti-Money Laundering Specialist (CAMS) certification.
• Experience with Chainalysis and Chainalysis Reactor Certification.
• Proficiency in data analysis tools such as Google sheets, SQL and Python.

Why join us?

• Help shape the future of money: Be part of a team that's revolutionizing financial services in Canada, one sat at a time.
• Impact millions: As cryptocurrency continues to gain traction, our potential for growth is massive. You can help us bring Shakepay and Bitcoin to all Canadians.
• Grow your career: We’re growing, and so can you! We have programs in place to encourage continuous learning, growth, and development.
• Ideas, not titles: We want the best ideas to make their way through, no matter where they come from.

Perks and benefits

• 🤝 Be an owner - Every employee has stock options as part of their total compensation. 
• 🥅 Reach your goals - Yearly salary assessments. 
• 🦷 Health & wellness :  Access to health and dental coverage, including health and wellness spending accounts. 
• 🌎 Remote-friendly: Work from anywhere in Canada, with optional access to our office spaces in Montreal and Toronto.
• 🆙 Level Up: A $2,000 annual budget for courses, certifications, and training to support your career growth.
• 🌴 Time off: 20 days of vacation per year. And if you use all your vacation, we give you a $1,000 bonus.
• 🐣 Parental leave: Enjoy a parental leave top up to 100% of your salary for 18 weeks.
• 🙌 Have fun together: quarterly team-specific or company-wide offsite to connect with each other.  

We understand that potential can be just as valuable as experience. If you're eager to learn, grow, and contribute to the mission but worry that you may not have the “right” experience, we still want you to apply. 

We encourage applications from everyone, regardless of background and life experience. We’re firm believers that a little bit of slope makes up for a lot of y-intercept.

Fluency in English is required due to the percentage of English-speaking customers and the nature of our platform, which is available to all Canadians.

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