Operations Associate

About the role

This Operations Associate role at CoinGecko focuses on providing customer support and executing operational tasks. The position requires strict adherence to service level agreements and standard operating procedures while also identifying opportunities for improvement. Responsibilities include assessing listing applications based on defined criteria and ensuring company standards are met. The ideal candidate will proactively identify and escalate issues, communicating updates to all relevant parties.

A key aspect of this role involves cross-functional collaboration, working with internal teams to resolve customer-related issues and provide insights for smoother operational handovers. The associate will also assist in tracking and reporting key performance metrics, operational issues, and user feedback to support continuous improvement initiatives. Maintaining positive relationships with customers, project teams, exchanges, and partners, and participating in CoinGecko's social communities, are also important.

Success in this position means staying informed about changes in the crypto and Web3 industries, adapting processes as needed, and proactively suggesting updates. The role requires a keen eye for detail and a commitment to high standards of accuracy and quality in all operational activities. The associate is expected to manage their time effectively, work autonomously, and deliver high-quality results with minimal supervision after onboarding.

The annual salary for this freelance position ranges from $112,000 to $188,000 USD.

Skills that matter here

• customer support: This role provides direct, timely, and personalized support to customer inquiries across various channels.
• operations: The associate will execute daily workflows, identify process gaps, and contribute to overall operational efficiency.
• crypto: A foundational understanding of Bitcoin, Ethereum, DeFi, and NFTs, along with current industry trends, is essential for this role.
• web3: The position requires a general understanding of Web3 and DeFi, and staying updated on industry news and trends.
• data analysis: The role involves assisting in tracking and reporting key performance metrics and operational issues to drive continuous improvement.
• CRM: Proficiency in using CRM and automation tools like Zendesk is beneficial for managing customer interactions.

Who this role suits

• Someone who has at least three years of experience in crypto, finance, or customer support, particularly within fintech or startup environments.
• An individual who is highly analytical, data-driven, and curious about using data to inform decisions and tell stories.
• A person with a strong customer-first mindset, deeply committed to resolving user issues empathetically and accurately.
• A self-motivated and independent worker who can manage their own time and deliver high-quality work with minimal supervision.

From the employer

Customer Experience & Support

• Provide accurate, timely, and personalised support to customer inquiries across channels, strictly adhering to SLAs and established SOPs—while identifying opportunities to improve them.

Operational Execution

• Follow and execute daily workflows with precision, using documented SOPs as a guide. When identifying gaps and/or inefficiencies, flag them proactively and suggest practical workarounds or improvements.

Issue Escalation & Resolution

• Proactively identify and escalate possible issues to superiors and communicate to all parties updates where necessary.

Due Diligence

• Assess listing applications based on defined listing criteria to ensure meeting company standards and guidelines.

Cross-functional Collaboration

• Work closely with internal teams to resolve customer-related matters and contribute to smoother operational handovers and insights.

Reporting & Feedback Loop

• Assist in tracking, documenting, and reporting key performance metrics, operational issues, and user feedback to internal teams to drive continuous improvement.

Relationship Management

• Maintain positive relationships with existing customers, project teams, exchanges, and partners to establish yourself as a trusted advisor. Serve as peer support in CoinGecko communities on social platforms (Telegram, Discord, etc).

Continuous Learning & Adaptability

• Stay current on crypto and Web3 industry changes. Be ready to adapt processes or raise relevant updates when trends affect operations.

Plugged-in

• Stay up-to-date with the latest industry trends, tools, and methodologies to continuously improve the quality and effectiveness of operations initiatives.

Proven Track Record

• You have at least 3 years of work experience in crypto, finance, accounting, consulting, or customer support roles, preferably in crypto, the fintech industry or start-up environments.

Operations Skills

• You have the foundational knowledge of multiple areas of the Operations functions - Customer Support, Curation, Due Diligence, Trend Analysis, Relationship Management, Presentation, etc.

Cryptoassets Knowledge

• You have the foundational knowledge of Bitcoin, Ethereum, DeFi, and NFT. You have used Dapps, exchanges, and other web3-related products.

CRM and Blockchain Analytics Tools

• You are proficient in using CRM and automation tools (e.g. Zendesk) and research tools such as Blockchain Explorers, DEX data aggregators, web analytics, etc. which is a plus.

Industry Knowledge

• You possess a general understanding of Web3 and DeFi and are actively learning more about news trends in the Crypto, Web3, and DeFi industries.

Product Knowledge

• You have a general understanding of CoinGecko’s products/services.

Customer-first Mindset

• You care deeply about user experience and are committed to resolving issues empathetically and accurately.

Independent & Accountable

• Able to manage your own time, work autonomously, and deliver high-quality work with minimal supervision after onboarding.

Analytical & Data-driven

• You should be curious about data and able to tell stories using data.

Operational Excellence

• You have a keen eye for detail and an exceptionally high bar for accuracy and quality. You also hold your peers to similar standards in their work.

Strong Opinions, Loosely Held

• You are humble in embracing better ideas from others, eager to make things better, and open to challenges and possibilities.

Project Management

• You take ownership of the projects by ensuring all deliverables and targets are met within the agreed timeline.

Self Leadership

• You are self-motivated and can work independently with minimal supervision after 6 months. You have a strong sense of self-leadership and are curious and creative in finding ways to improve existing projects and workflows.

Problem-solving

• You are passionate about solving problems faced by stakeholders together with strong empathy.

People Skills

• You are fluent in written and spoken English. You have experience working with other individuals in a team towards achieving a common goal.

Integrity

• You demonstrate sound judgment and the ability to handle highly sensitive and private data.

Breadth

• You love delving into new technologies and ways of doing things.