Operations Associate
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Job Description
Operations Associate supporting customer experience, listing due diligence, and workflow improvements. CoinGecko tracks cryptocurrency data across tokens and exchanges worldwide.
Responsibilities:
- Provide accurate, timely, and personalised customer support across channels while adhering to SLAs and SOPs
- Execute daily operational workflows and identify process gaps or inefficiencies
- Escalate issues proactively and communicate updates to relevant parties
- Assess listing applications against defined listing criteria and company standards
- Collaborate with internal teams to resolve customer matters and improve operational handovers
- Track, document, and report performance metrics, operational issues, and user feedback
- Maintain relationships with customers, project teams, exchanges, and partners
- Provide peer support in CoinGecko communities on Telegram, Discord, and other social platforms
- Stay current with crypto and Web3 industry changes, trends, tools, and methodologies
- Suggest process improvements and practical workarounds
Requirements:
- At least 3 years of work experience in crypto, finance, accounting, consulting, or customer support roles, preferably in crypto, fintech, or start-up environments
- Foundational knowledge of Operations functions including Customer Support, Curation, Due Diligence, Trend Analysis, Relationship Management, and Presentation
- Foundational knowledge of Bitcoin, Ethereum, DeFi, and NFTs
- Experience using Dapps, exchanges, and other Web3-related products
- Proficiency with CRM and automation tools such as Zendesk
- Experience with research tools such as Blockchain Explorers, DEX data aggregators, and web analytics
- General understanding of Web3 and DeFi, with active learning of crypto industry trends
- General understanding of CoinGecko products and services
- Ability to manage time independently and deliver high-quality work with minimal supervision after onboarding
- Ability to work with data and communicate data-driven insights
- Keen attention to detail and high standards for accuracy and quality
- Project ownership and ability to meet deliverables and targets within agreed timelines
- Ability to work independently with minimal supervision after six months
- Strong problem-solving and empathy for stakeholders
- Fluency in written and spoken English
- Experience working in a team toward a common goal
- Sound judgment and ability to handle sensitive and private data
- Interest in new technologies and ways of working
Benefits:
- Equal opportunity employer
- Remote work arrangement
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