Operations Associate, Mid-level
7 months ago
CoinGecko is a global leader in tracking cryptocurrency data. Operating since 2014, CoinGecko has built the world's largest cryptocurrency data platform, tracking over 10,000 tokens across more than 400 exchanges, serving over 300 million page views in more than 100 countries. We are proud to have played a major part in mainstream awareness, adoption, and education of cryptocurrency globally.
We at CoinGecko believe that cryptocurrency and blockchain will define the future of finance, bringing greater financial and economic freedom around the world. In anticipation of that future, CoinGecko is building the foundation to scale cryptocurrency market data to serve billions.
**We practice transparent salaries and a level structure at CoinGecko**:
- The salary for this position is RM8,135.
- Learn more about our level structure at CoinGecko's Career Progression.
**What you'll be doing**:
- **Customer Support**: Provide excellent and personalized experience to customer queries within the specified SLA’s, while maintaining positive customer relations, both as a team and independently. Conduct thorough and effective diagnosis to resolve users’ concerns and issues through dedicated CRM channels and escalate issues to relevant internal teams as necessary.
- **Curation**: Stay informed of the latest trends and news in the cryptocurrency industry to curate listing opportunities, while providing meaningful context, categorization, and valuable content that engages users.
- **Due Diligence and Market Research**:Perform detailed due diligence and trend analysis to dynamically adjust listing criteria as the market changes when assessing potential token listings to ensure they meet the company's listing standards and guidelines.
- **Relationship Management**: Nurture the relationship with existing customers, project teams, exchanges, and partners to establish self as a trusted advisor. Serve as peer support in CoinGecko communities on social platforms (Telegram, Discord, etc) and ensure active moderation of real-time communications and discussions with the clients’/vendors’ teams.
- **Reporting**:Keep track, analyze and report on performance metrics to identify opportunities for improvement and optimization. Report on trends and other insights gathered from support channels to the relevant teams on a regular basis.
- **Process Improvements**: Propose improvements to existing processes and policies to enhance productivity and ensure they provide the best possible user experience and to streamline operations.
- **Community Presence**: Participate and be involved in the cryptocurrency communities by maintaining positive relationships with key stakeholders in the space.
- **Documentation**: Maintain operations guidelines, standards, and templates.
- **Plugged-in**:Stay up-to-date with the latest industry trends, tools, and methodologies to continuously improve the quality and effectiveness of operations initiatives.
- **Team Player**: Work closely with cross-functional teams to ensure the smooth execution of projects and to achieve department and business objectives, and to ensure customer requests are handled appropriately in a timely manner.
- **Coaching**: Able to mentor peers, interns, freelancers and contractors for the work within your team.
- You are required to support any ad hoc tasks as required by the company.
**What we look for in you**:
- **Proven Track Record**: You have 2-5 years of experience in finance, accounting, consulting, or customer support roles, preferably in the fintech industry or start-up environment.
- **Education**: You have a Bachelor’s degree in any relevant field with an interest in Operations.
- **Operations Skills**:You have solid knowledge of multiple areas of the Operations function - Customer Support, Listing, Sourcing, Due Diligence, Trend Analysis, Relationship Management, Presentation, etc.
- **Crypto Knowledge**: You have solid knowledge of Bitcoin, Ethereum, DeFi, NFT and most things related to cryptocurrency and blockchain. You have used Dapps, exchanges, and other web3 related products.
- **CRM and Blockchain Analytics Tools**: You have a solid knowledge of using CRM and automation tools (e.g. Zendesk), and an excellent command of research tools such as Blockchain Explorers, DEX data aggregators, web analytics, etc.
- **Product Knowledge**: You have a solid understanding of most, if not all of CoinGecko’s products/services.
- **Customer-Oriented**: You have a genuine passion for providing positive, timely, and professional customer experiences.
- **Entrepreneurial**:You are self-motivated, resourceful, and have an entrepreneurial mindset with the ability to succeed in a fast-paced and highly agile environment.
- **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 stand
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