Client Operations Associate

Department & Team Purpose

The Client Operations team sits at the heart of Copper, acting as the frontline for client engagement, technical support and operational excellence. The team is a dynamic client focussed group, responsible for ensuring clients receive seamless, high-quality service across all touchpoints. Our team collaborates closely with Product, Engineering, Compliance, and Commercial to resolve queries, deliver insights, and continuously improve the client experience.

Role Purpose

As a Client Operations Associate in our Operations Team, you will play a crucial role in ensuring the success and satisfaction of our valued institutional clients and internal stakeholders. You will serve as the first line of defence for technical inquiries, support, troubleshooting issues, providing an exceptional client experience through expert guidance.

Key Responsibilities of the role

• Provide technical support to institutional clients, addressing their queries, troubleshooting issues, and ensuring a smooth experience.
• Take ownership and accountability of all incoming queries and managing client expectations under time pressures.
• Work closely with clients to understand their technical requirements.
• Collaborate with internal stakeholders across the firm to effectively resolve client queries.
• Gather client feedback and insights, relaying this information to our product development teams.
• Stay up to date with industry trends and the latest market developments, ensuring you are well-equipped to address client inquiries and provide expert guidance.
• Represent the values of Copper with the firm's best interests, whilst ensuring what we do is for the benefit of the client, always acting with integrity.

Your experience, skills and knowledge

• Proven experience in a technical account management role, ideally within the cryptocurrency or financial services industry.
• Understanding of cryptocurrency technology, blockchain, and digital assets.
• Exceptional communication and interpersonal skills, with the ability to build rapport with clients.
• Problem-solving mindset and the ability to troubleshoot technical issues effectively.
• Detail-oriented and organised, with excellent project management skills.
• Self-motivated and capable of working independently as well as collaboratively within a team

Why Copper?

At Copper, we keep innovation, openness, and curiosity at the centre of everything we do. Here, bold ideas get the spotlight, learning is constant, and diversity shapes our team from the ground up.

The Interview Process at Copper

Our interview process is designed to be thoughtful, efficient, and engaging. While specific steps may vary slightly depending on the role, the typical journey includes:

• Initial Screening A brief conversation with our Talent Acquisition team to explore your background, motivations, and alignment with the role.
• Technical Interview A virtual session conducted via Microsoft Teams, where you'll engage with team members to discuss relevant skills, problem-solving approaches, and technical experience.
• In-Person Interview A conversation focused on team dynamics, collaboration style, and any final technical questions. This may be with cross-functional peers or leadership.

Salary range

Base Salary Range – $65,000- $75,000

Benefits

• Paid Time Off - 25 days annual leave per annum in addition to local bank holidays. Employees also receive one additional day of annual leave for each year of service.
• Comprehensive health cover - medical, optical and dental benefits.
• Life Insurance
• Commuter Benefit Programme