Operations Associate

What will you be doing?

• This role requires shift work, including occasional night and graveyard shifts, to provide comprehensive support across different time zones.
• Customer Experience & Support: Provide accurate, timely, and personalised support to customer inquiries across channels, strictly adhering to SLAs and established SOPs—while identifying opportunities to improve them.
• Operational Execution: Follow and execute daily workflows with precision, using documented SOPs as a guide. When identifying gaps and/or inefficiencies, flag them proactively and suggest practical workarounds or improvements.
• Issue Escalation & Resolution: Proactively identify and escalate possible issues to superiors and communicate to all parties updates where necessary.
• Due Diligence: Assess listing applications based on defined listing criteria to ensure meeting company standards and guidelines.
• Cross-functional Collaboration: Work closely with internal teams to resolve customer-related matters and contribute to smoother operational handovers and insights.
• Reporting & Feedback Loop: Assist in tracking, documenting, and reporting key performance metrics, operational issues, and user feedback to internal teams to drive continuous improvement.
• Relationship Management: 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).
• Continuous Learning & Adaptability: Stay current on crypto and Web3 industry changes. Be ready to adapt processes or raise relevant updates when trends affect operations.
• Plugged-in: Stay up-to-date with the latest industry trends, tools, and methodologies to continuously improve the quality and effectiveness of operations initiatives.

What we look for in you?

• Proven Track Record: You have at least 3 years of work experience in crypto, finance, accounting, consulting, or customer support roles, preferably in crypto, the fintech industry or start-up environments.
• Operations Skills: You have the foundational knowledge of multiple areas of the Operations functions - Customer Support, Curation, Due Diligence, Trend Analysis, Relationship Management, Presentation, etc.
• Cryptoassets Knowledge: You have the foundational knowledge of Bitcoin, Ethereum, DeFi, and NFT. You have used Dapps, exchanges, and other web3-related products.
• CRM and Blockchain Analytics Tools: 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.
• Industry Knowledge: You possess a general understanding of Web3 and DeFi and are actively learning more about news trends in the Crypto, Web3, and DeFi industries.
• Product Knowledge: You have a general understanding of CoinGecko’s products/services.
• Customer-first Mindset: You care deeply about user experience and are committed to resolving issues empathetically and accurately.
• Independent & Accountable: Able to manage your own time, work autonomously, and deliver high-quality work with minimal supervision after onboarding.
• Analytical & Data-driven: You should be curious about data and able to tell stories using data.
• Operational Excellence: 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.
• Strong Opinions, Loosely Held: You are humble in embracing better ideas from others, eager to make things better, and open to challenges and possibilities.
• Project Management: You take ownership of the projects by ensuring all deliverables and targets are met within the agreed timeline.
• Self Leadership: 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.
• Problem-solving: You are passionate about solving problems faced by stakeholders together with strong empathy.
• People Skills: You are fluent in written and spoken English. You have experience working with other individuals in a team towards achieving a common goal.
• Integrity: You demonstrate sound judgment and the ability to handle highly sensitive and private data.
• Breadth: You love delving into new technologies and ways of doing things.