Service Operations – Fintech / Crypto

Job Description

REQUIREMENTS

• At least 3-5 years of experience in a client-facing support role, preferably within financial services, fintech, or the cryptocurrency industry.
• Strong communication skills with the ability to explain complex concepts clearly and concisely.
• Willingness and ability to work rotating shifts (including nights, weekends, and holidays) to ensure 24/7 operational coverage.
• Experience handling day to day BAU operational processes such as transaction monitoring, account operations, or incident management.
• Detail-oriented, organized, and capable of managing multiple client requests simultaneously under time-sensitive conditions.
• Self-motivated and adaptable in a fast-paced, evolving environment with minimal supervision.
• Native or fluent in English (written and spoken) is required.
• Proficiency in Mandarin is a significant advantage.

RESPONSIBILITES

• Serve as the primary point of contact for institutional client inquiries, ensuring timely, accurate, and professional responses across all support channels.
• Manage and resolve client requests end-to-end, escalating complex issues to relevant internal teams as necessary.
• Work on rotating shifts to provide uninterrupted 24/7 client support coverage, including weekends and public holidays as required.
• Handle BAU Operations matters including but not limited to transaction processing, account maintenance, and operational monitoring.
• Maintain detailed and accurate records of client interactions, ensuring proper documentation and follow-up on outstanding issues.
• Collaborate with internal teams to resolve client issues and provide feedback for product and process improvements.
• Identify recurring client pain points and contribute to the development of FAQs, knowledge base articles, and process enhancements.
• Monitor and escalate system incidents or anomalies that may impact client services during shift hours.

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