Operations Associate

Skills

About the Role

You will support customers across channels in line with SLAs and SOPs, execute daily workflows, and flag inefficiencies with practical improvements. You will assess listing applications against defined criteria, escalate issues, collaborate with internal teams, track and report metrics and user feedback, and maintain relationships with customers, projects, exchanges and partners, including peer support on Telegram and Discord. The role involves shift work, including occasional night and graveyard shifts, across time zones.

Requirements

• At least 3 years of experience in crypto, finance, accounting, consulting or customer support
• Foundational knowledge of operations functions such as customer support, curation, due diligence and trend analysis
• Foundational knowledge of Bitcoin, Ethereum, DeFi and NFT and experience using Dapps and exchanges
• Proficiency in CRM and automation tools such as Zendesk
• Fluent written and spoken English
• Ability to handle sensitive data
• Analytical and data-driven
• Attention to detail
• Project management skills

Responsibilities

• Provide accurate, timely and personalised customer support across channels adhering to SLAs and SOPs
• Execute daily workflows and flag gaps and inefficiencies with suggested improvements
• Escalate possible issues and communicate updates
• Assess listing applications against defined listing criteria
• Collaborate with internal teams to resolve customer matters
• Track, document and report performance metrics, issues and user feedback
• Maintain relationships with customers, project teams, exchanges and partners and support communities on Telegram and Discord
• Stay current on crypto and Web3 industry changes and adapt processes
• Work shifts including occasional night and graveyard shifts