Client Operations Associate - Copper

About the role

This role focuses on providing technical support to institutional clients within the cryptocurrency sector. Responsibilities include managing incoming queries, troubleshooting technical issues, and ensuring clients have a smooth experience with Copper's services. The associate will act as a primary point of contact, understanding client technical requirements and managing their expectations under pressure.

The Client Operations Associate will work closely with various internal stakeholders to resolve client issues efficiently. A key aspect of the role involves gathering client feedback and insights, which will then be communicated to product development teams to inform future improvements. Staying current with industry trends and market developments is also essential to provide expert guidance to clients.

Success in this position means consistently delivering high-quality technical support, effectively resolving client queries, and contributing to a positive client experience. The associate is expected to embody Copper's values, acting with integrity while balancing the firm's interests with client benefits. This involves proactive problem-solving and clear communication to maintain strong client relationships.

The listed salary range for this position is between $65,000 and $75,000 USD annually.

Skills that matter here

• technical account management: This role requires prior experience in managing client relationships from a technical support perspective, ideally within the financial or cryptocurrency industries.
• cryptocurrency technology: A foundational understanding of blockchain, digital assets, and cryptocurrency technology is necessary to address client inquiries effectively.
• communication: Exceptional communication skills are vital for building rapport with institutional clients and clearly conveying technical information.
• problem-solving: The ability to troubleshoot and resolve technical issues efficiently is a core requirement for supporting clients.
• project management: Being detail-oriented and organized, with strong project management skills, helps in managing multiple client queries and expectations.
• Finra Series 99 Certified: While not essential, holding this certification is considered a desirable qualification for candidates.

Who this role suits

• Someone with a background in technical support for financial or crypto institutions.
• An individual who thrives on solving complex technical problems for clients.
• A person who can manage multiple client interactions and expectations under time constraints.
• Someone who is self-motivated and capable of working both independently and as part of a team.

From the employer

• Provide technical support to institutional clients, addressing their queries, troubleshooting issues, and ensuring a smooth experience.
• Take ownership and accountability of all incoming queries and managing client expectations under time pressures.
• Work closely with clients to understand their technical requirements.
• Collaborate with internal stakeholders across the firm to effectively resolve client queries.
• Gather client feedback and insights, relaying this information to our product development teams.
• Stay up to date with industry trends and the latest market developments, ensuring you are well-equipped to address client inquiries and provide expert guidance.
• Representing the values of Copper with the firms best interests, whilst ensuring what we do is for the benefit of the client, always acting with integrity.

Essential

• Proven experience in a technical account management role, ideally within the cryptocurrency or financial services industry.
• Understanding of cryptocurrency technology, blockchain, and digital assets.
• Exceptional communication and interpersonal skills, with the ability to build rapport with clients.
• Problem-solving mindset and the ability to troubleshoot technical issues effectively.
• Detail-oriented and organised, with excellent project management skills.
• Self-motivated and capable of working independently as well as collaboratively within a team

Desirable

• Finra Series 99 Certified – Operations Professional Exam

• Paid Time Off - 25 days annual leave per annum in addition to local bank holidays. Employees also receive one additional day of annual leave for each year of service.
• Comprehensive health cover - medical, optical and dental benefits.
• Life Insurance - Commuter Benefit Programme