Operations & Client Services Analyst

Pionew Ireland Limited (Webot) is a leading Crypto Asset Service Provider (CASP) registered with the Central Bank of Ireland. We are committed to providing innovative digital asset solutions while maintaining the highest standards of regulatory compliance, risk management, and financial crime prevention. This is an exciting opportunity for an ambitious individual who wants to develop their career.

Role Overview

The Operations & Client Services Analyst supports the smooth, secure and compliant delivery of Pionew Ireland Limited's day-to-day operations.

This role combines customer onboarding, customer support, crypto asset operations, transaction monitoring, platform support and operational controls. The successful candidate will work closely with Operations, Compliance, Risk, Finance and Technology teams to ensure the firm delivers a high-quality customer experience while maintaining the highest standards of regulatory compliance.

This is an excellent opportunity for an individual with experience in crypto assets, fintech, payments or financial services operations who is looking to develop their career within a growing MiCAR-regulated Crypto Asset Service Provider.

Key Responsibilities

• Support retail and institutional customer onboarding activities, ensuring all required documentation is obtained and escalated appropriately for review.
• Act as a primary point of contact for customer operational and account-related queries through Zendesk and other approved communication channels.
• Support daily fiat and crypto asset operational processes, ensuring transactions are processed accurately and within established service levels.
• Investigate and resolve customer and operational issues, coordinating with internal teams where required.
• Monitor customer transactions and support transaction monitoring reviews, identifying unusual activity and escalating concerns in line with internal procedures.
• Support the operation of the firm's crypto asset trading platform and related customer services.
• Assist with operational support for automated trading products and future platform enhancements.
• Participate in user acceptance testing (UAT), system releases and new product launches.
• Produce operational management information, service metrics and reporting.
• Maintain accurate records and audit trails in accordance with MiCAR, AML/CFT, GDPR and internal policies.
• Identify opportunities to improve processes, automate workflows and enhance customer experience.
• Work closely with Operations, Compliance, Risk, Finance and Technology teams to ensure efficient and compliant service delivery.
• Support operational incident management activities, helping to investigate root causes and implement corrective actions where necessary.
• Contribute to the ongoing development of operational procedures, controls and governance frameworks as the business continues to grow.

Key Requirements

• Minimum 2–3 years' experience in crypto assets, fintech, payments, trading operations or financial services operations.
• Demonstrable knowledge of cryptocurrency transactions, blockchain networks, wallets and digital asset transfers.
• Experience supporting customer onboarding, customer operations or transaction processing activities.
• Strong analytical and problem-solving skills with excellent attention to detail.
• Excellent written and verbal communication skills.
• Ability to work independently in a fast-paced and evolving environment.
• Strong data analysis skills.
• A customer-focused mindset combined with a strong appreciation for regulatory and compliance requirements.
• Ability to work in a start-up environment.

Why Join Pionew Ireland Limited?

• Lead and shape the AML/CFT compliance function in a dynamic regulatory environment.
• Work with a talented team dedicated to maintaining the highest compliance standards.
• Competitive salary and benefits package.

Equal Opportunities

Pionew Ireland Limited is an Equal Opportunities Employer. We are committed to creating an inclusive workplace where diversity is valued and everyone is treated with dignity and respect.