Operations Associate

Summary

The job is for a Customer Support and Operations role at CoinGecko, a global leader in cryptocurrency data. The role involves customer support, issue escalation, due diligence, relationship management, reporting, staying updated with industry trends, teamwork, and ad hoc tasks. The ideal candidate should have at least 3 years of work experience in finance, accounting, consulting, or customer support roles, preferably in the fintech industry or start-up environment.

Requirements

• You have at least 3 years of work experience in finance, accounting, consulting, or customer support roles, preferably in the fintech industry or start-up environment
• You have the foundational knowledge of multiple areas of the Operations functions - Customer Support, Curation, Due Diligence, Trend Analysis, Relationship Management, Presentation, etc
• You have the foundational knowledge of Bitcoin, Ethereum, DeFi, and NFT. You have used Dapps, exchanges, and other web3-related products
• 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
• You possess a general understanding of Web3 and DeFi and are actively learning more about news trends in the Crypto, Web3, and DeFi industries
• You have a general understanding of CoinGecko’s products/services
• You have a genuine passion for providing positive, timely, and professional customer experiences
• You should be curious about data and able to tell stories using data
• 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
• You are humble in embracing better ideas from others, eager to make things better, and open to challenges and possibilities
• You take ownership of the projects by ensuring all deliverables and targets are met within the agreed timeline
• 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
• You are passionate about solving problems faced by stakeholders together with strong empathy
• You are fluent in written and spoken English
• You demonstrate sound judgment and the ability to handle highly sensitive and private data
• You love delving into new technologies and ways of doing things

Responsibilities

• Support the team to provide an excellent and personalized experience to customer queries within the specified SLAs, following established SOPs
• Proactively identify and escalate possible issues to superiors and communicate to all parties updates where necessary
• Assess listing applications based on defined listing criteria to ensure meeting company standards and guidelines
• 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)
• Assist in tracking, analyzing, and reporting on performance metrics to cross-functional teams
• Stay up-to-date with the latest industry trends, tools, and methodologies to continuously improve the quality and effectiveness of operations initiatives
• Assist in working closely with cross-functional teams to ensure customer requests are handled appropriately and in a timely manner. You are required to support any ad hoc tasks as required by the company

Benefits

CoinGecko is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law