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We are looking for a Customer Support & Risk Analyst to join our team and support both our day-to-day customer operations and risk/compliance activities.
The role combines Customer Support, AML/Risk monitoring, and ICT/DORA-related responsibilities. You will work closely with Customer Support, Risk and Compliance teams while gradually developing expertise in DORA, ICT risk management and digital operational resilience.
This position offers a structured career development path. With internal training and mentoring, you will have the opportunity to grow into a DORA / ICT Compliance Specialist over time.
Key Responsibilities1. Customer Support & Daily OperationsProvide ongoing support and resolution of customer issues via email and our ticketing system.
Respond to customer questions regarding transactions, account-related matters and service features.
Assist customers with identity verification (KYC) onboarding and document collection.
Verify and review documents submitted by customers.
Maintain clear, professional communication and high standards of customer service.
Escalate complex customer cases to the relevant internal teams.
Analyse customer transactions to identify potentially fraudulent, suspicious or unusual activity.
Monitor transactions and customer activity for unusual patterns and risk indicators.
Conduct initial AML/Fraud reviews and gather relevant information for further investigation.
Identify repetitive patterns and potential risk indicators across customer activity.
Escalate complex or high-risk cases to the Risk/Compliance team.
Support the continuous improvement of transaction monitoring and risk processes.
As part of your career development, you will gradually take on responsibilities related to DORA and ICT risk management, including:
Support the IT Security Manager with maintaining the ICT Third-Party Provider Register.
Assist with monitoring and documenting ICT-related operational incidents.
Assist with ICT risk assessments, controls and related documentation.
Support DORA-related internal controls, reviews and evidence collection.
Gain practical exposure to European digital operational resilience and ICT risk management requirements.
Shadow and work closely with the DORA / ICT Compliance Specialist and gradually develop the ability to act as a designated deputy during audits, reviews or periods of absence.
Experience or knowledge in any of the following areas is an advantage:
IT or technology
Cybersecurity
IT risk analysis
IT audits
Risk management
Compliance
GDPR
DORA
ICT third-party risk
Cryptocurrencies or blockchain technology
Professional experience is not necessarily required. Academic projects, personal projects, courses or hobby projects related to the areas above are also welcome.
What We RequireStrong attention to detail and the ability to identify repetitive patterns and unusual behaviour.
Analytical mindset and ability to assess information critically.
Creative problem-solving mindset, focusing on solutions rather than problems.
Strong teamwork skills and ability to establish good working relationships with others.
Genuine interest in technology, cybersecurity, cryptocurrencies and emerging technologies.
Willingness to learn and develop knowledge of DORA, ICT risk and compliance.
Good written English – minimum B2 level is a must.
Ability to work independently while knowing when to escalate an issue.
Availability during flexible working hours and weekends, as our department operates 7 days a week, from 7 AM to 2 AM.
Flexible working hours available between 7 AM and 2 AM.
Our department operates 7 days a week, including weekends.
The position is not fully remote. You must be able to work from our Bratislava office at least from time to time.
Internal training and mentoring will be provided, particularly in the areas of DORA, ICT risk management and compliance.
