What you’ll do

📍Lead and mentor a team of Crypto Operations Specialists, ensuring high performance and professional development. 📍Oversee daily operations, ensuring that all tasks are completed accurately and efficiently. 📍Ensure all customer escalations are handled promptly and effectively, troubleshooting complex issues in Salesforce and leading root-cause analysis of bug and issue reports. 📍Coordinate with cross-functional teams, including Engineering, Product, Compliance, and Customer Experience, to resolve issues and improve processes. 📍Ensure compliance with all relevant regulations and internal policies, particularly in relation to fraud detection and prevention. 📍Collaborate with Fraud Operations and Customer Trust & Safety (CTS) to identify and remediate fraudulent activities, including account takeovers and unauthorized transactions. 📍Drive continuous improvement of operational processes and customer experience by gathering and analyzing data around contact drivers and common issues. 📍Develop and maintain technical and non-technical documentation, including Standard Operating Procedures (SOPs) and playbooks, to assist with defining and explaining processes for both internal and external audiences. 📍Implement and optimize custom reports and dashboards to monitor team performance and operational efficiency. 📍Prepare and plan for new product and service launches, ensuring the team is equipped to support new initiatives. 📍Serve as the primary point of contact for the Customer Experience team on crypto-related customer inquiries and escalations.

What you bring

📍Bachelor’s degree or equivalent practical experience. 📍5+ years of experience in crypto product operations, account operations, customer support operations or other relevant fields. 📍Deep understanding of cryptocurrency markets, blockchain technology, and the evolving regulatory landscape. 📍Strong organizational and project management skills, with the ability to drive complex initiatives independently across teams and global time zones. 📍Strong attention to detail paired with a proactive, risk-aware mindset and a bias toward problem-solving and execution. 📍Resourcefulness and agility in fast-paced, entrepreneurial environments. 📍Excellent communication and interpersonal skills. 📍Ability to translate customer issues into technical solutions utilizing data.

If this role isn’t the perfect fit, there are plenty of exciting opportunities in blockchain technology, cryptocurrency startups, and remote crypto jobs to explore. Check them on our Jobs Board.