Operations Associate/Supervisor (Fluent in English)

About the Role

As a Operations Associate/Supervisor, you will report to the COO and work closely with Compliance, and Tech team. You will play a key role in ensuring smooth onboarding, regulatory compliance, and high-quality support for our institutional clients.

Key Responsibilities

• Manage and process client transactions, including digital asset deposits, withdrawals, and account verifications.

• Ensure secure, accurate, and timely handling of client operational requests in line with internal protocols.
  
  

• Respond to client inquiries through ticketing systems, live chat, and phone.

• Troubleshoot client issues and escalate complex cases to relevant teams.

• Monitor support metrics and analyze trends to improve overall service quality and customer satisfaction.
  
  

• Conduct Know Your Customer (KYC) and Know Your Business (KYB) verifications in compliance with relevant AML/CTF regulations.

• Manage the collection and review of required documentation to ensure compliance with internal standards and SEC requirements.
  
  

• Collaborate with the Compliance team to develop and maintain Standard Operating Procedures (SOPs) related to KYC/KYB and client operations.

• Ensure all procedures reflect the latest regulatory updates and internal risk policies.
  
  

• Prepare and maintain daily and monthly reports related to KYC/KYB performance and client operations.

• Coordinate with internal stakeholders and regulatory authorities to address anomalies, ensure operational consistency, and continuously improve processes.
  
  

• Monitor updates to client profiles and detect changes that may affect risk classification.

• Generate alerts and coordinate immediate action in the event of irregularities or onboarding concerns.
  
  

• Supervise and support the client operations team; oversee staff onboarding, training, and performance evaluations.

• Implement quality assurance processes to ensure consistent and high-standard service delivery.
  
  

• Identify and implement improvements to client support workflows and CRM usage.

• Design and refine customer journey strategies to enhance engagement and operational efficiency.
  
  

• IT: Work closely to resolve client-impacting technical issues and enhance operational tools.

• Marketing: Share client insights to support campaign effectiveness and messaging alignment.

• Finance: Collaborate on resolving account discrepancies, processing client refunds, and ensuring accurate financial reporting.
  
  

  Qualifications and Skills

  • Education:

    Bachelor’s degree or higher in Finance, Accounting, Law, Business Administration, or a related field.

  • Experience:

    Minimum of 1–2 years of experience in KYC/KYB, Compliance, Client Onboarding, or Customer Support—preferably within financial services or the digital asset industry.

  • Regulatory & Industry Knowledge:

    Solid understanding of Anti-Money Laundering (AML) and Counter-Terrorism Financing (CTF) regulations. Familiarity with digital asset products and regulatory frameworks, with an ongoing commitment to tracking industry developments.

  • Customer Support & Service Orientation:

    Experience handling customer inquiries across various channels (tickets, chat, phone). Demonstrated ability to troubleshoot issues, manage escalations, and deliver service excellence while maintaining a professional and empathetic tone.

  • Management & Organizational Skills:

    Skilled in developing and updating Standard Operating Procedures (SOPs). High attention to detail, organizational discipline, and a strong sense of accountability and work ethics.

  • Communication & Coordination:

    Excellent written and verbal communication skills. Comfortable working across departments and collaborating with regulatory authorities to ensure smooth operations and compliance.

  • Leadership & Problem Solving:

    Strong leadership potential with the ability to manage teams, make data-informed decisions, and remain composed under pressure. Driven to improve processes and enhance customer experiences.