Operations Associate

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.

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.