Client Operations Manager

Copper.co; Abu Dhabi; On-site; AED 331,000 - 551,000; Full time

Benefits offered by this job

Paid time off

Medical insurance

Life insurance

Pension contributions

EAP

Job summary

Copper, based in Abu Dhabi, is seeking a Client Operations Manager to join the Operations Team. The role focuses on delivering high-touch technical support to institutional clients, troubleshooting complex issues and ensuring an exceptional client experience.

The position requires deep knowledge of cryptocurrencies and strong communication skills. You will act as a first line of defence for technical inquiries, coordinating with internal teams and stakeholders to resolve queries while upholding

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.
• Excellent communication and interpersonal skills with clients.
• Strong problem-solving mindset and ability to troubleshoot technical issues.
• Detail-oriented, organized and capable of robust project management.

Responsibilities

• Provide high touch technical support to institutional clients and troubleshoot issues.
• Own incoming queries and manage client expectations under time pressure.
• Collaborate with clients to understand their technical requirements.
• Coordinate with internal stakeholders to resolve client queries.
• Relay client feedback to product teams for UI improvements.
• Stay updated on market trends and industry developments.
• Represent Copper values while acting with integrity.

Skills

Technical account management

Cryptocurrency knowledge

Communication

Problem solving

Project management

Job description

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 Coppers 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 Coppers offering is Multi-Party Computation (MPC) technology the gold standard in secure custody. Coppers 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. As such 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 not only ensures exceptional client service but also 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 managing client expectations under time pressures.
• Work closely with clients to understand their technical requirement.
• 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
• Representing the values of Copper with the firms best interests whilst ensuring what we do is for the benefit of the client always acting with integrityYour 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 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)

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 welcoming working environment.

Copper is an equal opportunity employer. We embrace diversity and equal opportunities in a serious way. 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. So bring us your experience perspectives and skills. It is in our differences that we will continue to grow and ensure Copper is transforming how institutional investors engage with digital assets. Copper is a Disability Confident Employer please let us know if you have a disability. If you require us to provide any assistance during the recruitment process then we would ask you to highlight this to us and we will be happy to accommodate.

Required Experience:

Manager