Responsibilities

• Manage operational issues for high-value institutional users across fiat deposit and withdrawal channels

• Support clients through onboarding activation, payment operations and ongoing account operational management

• Understand client operational needs and proactively identify and recommend opportunities to improve user experience and fiat product adoption

• Handle operational escalations and client requests with strong judgment while managing client expectations professionally

• Coordinate payment, settlement, onboarding and RFI related escalations across internal teams and banking partners

• Work closely with VIP, Business Development, Product, Clearing, Compliance and Banking Partnership teams on client operational support and strategic initiatives

• Maintain strong ownership, responsiveness and communication throughout issue resolution 

• Support adoption and operational rollout of strategic fiat solutions and banking channels

• Translate recurring client pain points into operational and process improvement opportunities

Requirements

• 3+ years of experience in institutional operations, customer success, fintech operations, banking operations or account servicing

• Strong understanding of fiat payment operations, institutional client servicing or banking workflows

• Experience supporting high-value clients or institutional relationships in fast-paced environments

• Strong communication and stakeholder management skills

• Comfortable handling operational escalations and coordinating across multiple teams

• Strong ownership mindset with ability to manage issues end-to-end

• Ability to operate independently under pressure while maintaining strong client experience standards

• Experience in crypto, fintech, payments or institutional banking industry is preferred