Client Operations Manager

Copper.co; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading digital asset infrastructure firm in Abu Dhabi seeks a Client Operations Manager to provide high-touch technical support to institutional clients. The role requires proven experience in technical account management, a strong understanding of cryptocurrency technology, and exceptional communication skills. The position offers a dynamic working environment with comprehensive benefits including paid time off, medical insurance, and enhanced pension contributions.

Benefits

Paid Time Off

Comprehensive Medical Insurance

Life Insurance

Enhanced Pension Contributions

24/7 Employee Assistance Programme

Qualifications

• Proven experience in a technical account management role within the cryptocurrency or financial services industry.
• Strong understanding of cryptocurrency technology, blockchain, and digital assets.
• Detail-oriented and organized with excellent project management skills.

Responsibilities

• Provide high-touch technical support to institutional clients addressing their queries.
• Take ownership and accountability of all incoming queries and manage client expectations.
• Collaborate with internal stakeholders across the firm to effectively resolve client queries.

Skills

Technical account management

Cryptocurrency technology

Exceptional communication

Problem-solving mindset

Project management skills

Job description

Overview

Since being founded in 2018 Copper has been building the standard for institutional digital asset infrastructure with a focus on custody, collateral management and prime services. Led by Amar Kuchinad Copper’s Global CEO, the firm provides a comprehensive suite of custody, trading and settlement solutions that reduce counterparty risk and bring greater capital and operational efficiency to digital asset markets. At the heart of Copper’s offering is Multi-Party Computation (MPC) technology, the gold standard in secure custody. Copper’s multi-award winning custody system is unique in that it can be connected to centralised exchanges, DeFi applications and even staking pools without the assets leaving the custody. Built on top of this state-of-the-art custody, ClearLoop is the first solution in the market that overcomes a growing industry challenge: counterparty risk with exchanges. This solution underpins a full prime services offering, connecting global exchanges and enabling customers to trade and settle directly from the safety of their MPC-secured wallets. By reducing settlement time for transfers to a few milliseconds (without blockchain network dependency) and offering enhanced security measures, ClearLoop is rapidly reshaping the way asset managers trade and manage capital. In addition to industry-leading security certifications, Copper has one of the strongest insurance coverages in the industry from an A-rated insurer, positioning the firm as the partner of choice for institutions seeking to safeguard their assets.

Department / Team Purpose

The Client Operations team provides 24/7 support for our full contingent of global clients. The team works on a shift pattern where you will be required to work 5 out of 7 days in a rotation (including weekends). Copper operates a 24/7 model to reflect the continuous nature of the markets and industry we serve. This approach ensures exceptional client service and supports the operational demands of a global, always-on financial ecosystem.

Role Purpose

As a Client Operations Manager in our Operations Team you will play a crucial role in ensuring the success and satisfaction of our valued institutional clients and internal stakeholders. You will serve as the first line of defence for technical inquiries, support, troubleshooting issues, providing an exceptional client experience through expert guidance.

Key Responsibilities

• Provide high-touch technical support to institutional clients addressing their queries, troubleshooting issues and ensuring a smooth experience.
• Take ownership and accountability of all incoming queries and manage client expectations under time pressures.
• Work closely with clients to understand their technical requirements.
• Collaborate with internal stakeholders across the firm to effectively resolve client queries.
• Gather client feedback and insights, relaying this information to our product development teams for operational efficiency of use in the UI.
• Stay up to date with industry trends and the latest market developments.
• Represent the values of Copper with the firm’s best interests while ensuring what we do is for the benefit of the client, always acting with integrity. Your experience, skills and knowledge.

Essential

• Proven experience in a technical account management role within the cryptocurrency or financial services industry.
• Strong understanding of cryptocurrency technology, blockchain and digital assets.
• Exceptional communication and interpersonal skills with the ability to build rapport with clients.
• Problem-solving mindset and the ability to troubleshoot technical issues effectively.
• Detail-oriented and organised with excellent project management skills.

The Benefits Offered

In return for everything you can bring to Copper we can offer you an exciting, challenging role in a fast-growing and dynamic business with career opportunities and a welcoming working environment.

• Paid Time Off - A minimum of 35 days of paid time off per year inclusive of annual leave and public holidays. Employees also receive one additional day of annual leave for each year of service.
• Comprehensive Medical Insurance - Inclusive of dental, optical, audiology and mental health coverage with medical history disregarded.
• Life Insurance
• Enhanced Pension Contributions - Includes an enhanced employer matching contribution.
• 24/7 Employee Assistance Programme (EAP)

Equal Opportunity

Copper is an equal opportunity employer. We embrace diversity and equal opportunities. We are committed to building a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. Copper is a Disability Confident Employer; please let us know if you have a disability. If you require assistance during the recruitment process, please highlight this and we will accommodate.