Customer Operations Manager
Bleap helps users spend crypto directly with a non-custodial debit card connected to their wallet without conversion fees.
About Bleap
Bleap helps crypto users spend digital assets in real-world transactions through non-custodial wallet infrastructure connected to a Mastercard debit card. With it, users can spend stablecoins directly, earn cashback on purchases, and access DeFi savings products. Bleap bridges Web3 and traditional payments by maintaining user custody while enabling traditional card transactions.
Skills
About the Role
You will support customers with onboarding, verification, and product-related issues. You will review flagged onboarding applications and identity checks, investigate complex cases using internal systems and transaction data, and collaborate with Product and Engineering to improve tools and processes. You will use SQL and operational data to identify recurring issues, create procedures and documentation, automate manual workflows, and help define the operating model for future Customer Support and Onboarding teams.
Requirements
- 1 year or more of experience in customer support, operations, fincrime, CDD, or a related role
- Excellent written and verbal English
- Analytical, IT, and problem-solving abilities
- Basic SQL knowledge or a strong willingness to learn
- Bachelor’s degree
- Ambition to help build and eventually lead a growing operational team
Responsibilities
- Support customers across onboarding, verification, and general product-related issues
- Review flagged customer onboarding applications, identity checks, and supporting documentation
- Investigate complex customer issues using internal systems, transaction data, and logs
- Collaborate with Product and Engineering to improve and automate internal tools and customer-facing processes
- Use SQL and operational data to identify trends, bottlenecks, and recurring issues
- Create support procedures, escalation processes, templates, and internal documentation
- Identify manual workflows that can be automated
- Help define the operating model for future Customer Support and Onboarding teams