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
