Operations Associate

This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Deliver precise, timely, and customized customer support across various channels while ensuring compliance with SLAs and SOPs.

• Implement daily operational workflows and identify areas for improvement or inefficiencies.

• Raise issues and provide updates to the relevant stakeholders.

• Evaluate listing applications based on established criteria.

• Work collaboratively with internal teams on customer-related issues and operational transitions.

• Monitor, document, and report on performance metrics, operational challenges, and user feedback.

• Cultivate relationships with customers, project teams, exchanges, and partners.

• Offer peer support within CoinGecko communities on platforms like Telegram, Discord, and others.

• Keep abreast of changes in the crypto and Web3 industries and adjust processes as necessary.

• Continuously enhance operational initiatives, tools, and methodologies.

⛳️ Requirements

• Minimum of 3 years of experience in the fields of crypto, finance, accounting, consulting, or customer support.

• Basic understanding of Customer Support, Curation, Due Diligence, Trend Analysis, Relationship Management, and Presentation skills.

• Foundational knowledge of Bitcoin, Ethereum, DeFi, and NFTs.

• Experience with Dapps, exchanges, and other Web3-related products.

• Proficiency in CRM and automation tools, such as Zendesk.

• Familiarity with research tools like Blockchain Explorers, DEX data aggregators, and web analytics.

• General understanding of Web3 and DeFi concepts.

• Basic knowledge of CoinGecko’s products and services.

• Ability to manage time effectively and produce high-quality work with minimal supervision.

• Skill in utilizing data analytically and narrating stories through data.

• Strong attention to detail and commitment to accuracy and quality.

• Project management abilities and capacity to meet established deadlines.

• Capability to work independently with minimal oversight after the onboarding period of six months.

• Strong problem-solving skills and a sense of empathy.

• Proficiency in both written and spoken English.

• Ability to collaborate within a team towards shared objectives.

• Good judgment and the capacity to manage sensitive and confidential information.

• Willingness to work flexible schedules, including occasional night and graveyard shifts.

🏝️ Benefits

• Transparent salary structure.

• Remote work flexibility.

• Equal opportunity employment.