Institutional Fiat Client Operations

About the role

In this role, you will serve as the primary operational contact for institutional and corporate fiat clients, overseeing their day-to-day servicing needs. Your responsibilities will include managing fiat deposits and withdrawals, onboarding clients, and addressing operational escalations.

Success in this position requires a proactive approach to identifying client needs and improving user experience. You will collaborate with various internal teams, ensuring smooth operations and effective communication while maintaining high standards for client service.

The salary range for this role is between $98,000 and $162,000, reflecting the importance of the position within the company.

Who this role suits

• Someone with a strong background in institutional operations or customer success.
• A professional who thrives in fast-paced environments and can manage high-value client relationships.
• An individual with excellent communication and stakeholder management skills.
• A person comfortable with operational challenges and capable of working independently under pressure.

From the employer

• Act as the primary operational point of contact for assigned institutional and corporate fiat clients
• Manage day-to-day operational servicing for high-value institutional users across fiat deposit and withdrawal channels
• Support clients through onboarding activation, payment operations and ongoing account operational management
• Understand client operational needs and proactively identify opportunities to improve user experience and fiat product adoption
• Handle operational escalations and client requests with strong judgment while managing client expectations professionally
• Coordinate payment, settlement, onboarding and RFI related escalations across internal teams and banking partners
• Work closely with VIP, Business Development, Product, Clearing, Compliance and Banking Partnership teams on client operational support and strategic initiatives
• Maintain strong ownership, responsiveness and communication throughout issue resolution and client servicing
• Support adoption and operational rollout of strategic fiat solutions and banking channels
• Translate recurring client pain points into operational and process improvement opportunities

• 3+ years of experience in institutional operations, customer success, fintech operations, banking operations or account servicing
• Strong understanding of fiat payment operations, institutional client servicing or banking workflows
• Experience supporting high-value clients or institutional relationships in fast-paced environments
• Strong communication and stakeholder management skills
• Comfortable handling operational escalations and coordinating across multiple teams
• Strong ownership mindset with ability to manage issues end-to-end
• Ability to operate independently under pressure while maintaining strong client experience standards
• Experience in crypto, fintech, payments or institutional banking industry is preferred
• Existing understanding of institutional trading, OTC or fiat on/off ramp operations is a plus

• Shape the future with the world’s leading blockchain ecosystem
• Collaborate with world-class talent in a user-centric global organization with a flat structure
• Tackle unique, fast-paced projects with autonomy in an innovative environment
• Thrive in a results-driven workplace with opportunities for career growth and continuous learning
• Competitive salary and company benefits
• Work-from-home arrangement (the arrangement may vary depending on the work nature of the business team)