Summary

Department & Team Purpose:

The Client Operations team sits at the heart of Copper, acting as the frontline for client engagement, technical support and operational excellence. The team is a dynamic client focussed group, responsible for ensuring clients receive seamless, high-quality service across all touchpoints. Our team collaborates closely with Product, Engineering, Compliance, and Commercial to resolve queries, deliver insights, and continuously improve the client experience.

The Client Operations team provides 24/7 support for our full contingent of global clients. As such, the team works on a shift pattern where you will be required to work 5 out of 7 days in a rotation (including weekends). Copper operates a 24/7 model to reflect the continuous nature of the markets and industry we serve. This approach not only ensures exceptional client service but also supports the operational demands of a global, always-on financial ecosystem. 

Role Purpose:

As a Client Operations Associate in our Operations Team, you will play a crucial role in ensuring the success and satisfaction of our valued institutional clients and internal stakeholders. You will serve as the first line of defence for technical inquiries, support, troubleshooting issues, providing an exceptional client experience through expert guidance.

Key Responsibilities of the role

1. Provide technical support to institutional clients, addressing their queries, troubleshooting issues, and ensuring a smooth experience.
2. Take ownership and accountability of all incoming queries and managing client expectations under time pressures.
3. Work closely with clients to understand their technical requirements.
4. Collaborate with internal stakeholders across the firm to effectively resolve client queries.
5. Gather client feedback and insights, relaying this information to our product development teams.
6. 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.
7. 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.

Your experience, skills and knowledge

Essential

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

Desirable

1. Finra Series 99 Certified – Operations Professional Exam 

Skills

• Communications Skills
• Cryptocurrency
• Operations
• Problem Solving
• Team Collaboration