Head of Customer Operations

Description

CRYT is a new crypto exchange platform, founded by market leaders of the traditional finance industry to address the existing frustrations in the crypto industry regarding simplicity and transparency. We believe crypto is the natural evolution in the future of transfer of value for the world's economy. However, the adoption will not happen if crypto trading remains a complex and opaque domain, available and understood only by fintech-savvy individuals.

Our mission is to bring simplicity and transparency to the crypto ecosystem, contributing its adoption by facilitating the onboarding and education of the average Joe.

We are looking for a Head of Customer Operations to develop and oversee our new crypto exchange's go-to-market strategy.

The Head of Customer Operations will also be responsible for driving Customer Support, Onboarding, Treasury Operations, as well as CS systems and tools.

Responsibilities

1. Handling all customer queries and related communications within set SLAs. Escalating as necessary to achieve resolution.
2. Tracking and monitoring all tickets within the ticketing system and reporting.
3. Ensuring prompt and accurate onboarding of new customers in accordance with AML & KYC policy.
4. Tracking and monitoring all onboarding requests.
5. Defining requirements for CS tools necessary and ensuring their delivery.
6. Deposit and withdrawal management in accordance with AML policy.
7. Reconciliation and rebalancing as and when instructed / necessary.
8. Manage reconciliation visibility over customer and exchange wallets.
9. Working synonymously with the trading team to track, rebalance and manage wallets.
10. Building a high performing team.

Requirements

1. Proven experience in a similar role within the Crypto industry.
2. At least 7 years hands-on experience across front and back office.
3. Solid understanding of Treasury, Operations, CS and Onboarding.
4. Technically adept with Automation and future innovation (AI).
5. Strong organizational and leadership skills.
6. Analytical mindset with numerical aptitude.
7. Excellent English language skills are required.