Business Operations Analyst

Paradigm; Kuala Lumpur; On-site; MYR 30,000 - 70,000; Full time

Job summary

An established industry player in the crypto financial services sector is seeking a dedicated professional to enhance client support and operational efficiency. This role involves providing comprehensive assistance to institutional clients, ensuring seamless account management and technical support. The ideal candidate will thrive in a dynamic environment, utilizing strong communication skills to foster client relationships and drive customer satisfaction. Join a forward-thinking team committed to innovation and excellence in the rapidly evolving crypto landscape, where your contributions will make a significant impact on our mission to empower users in their financial journeys.

Qualifications

• Bachelor's degree or above with fluency in both Chinese and English.
• Experience in customer service and operations in the financial industry is preferred.

Responsibilities

• Provide full-process support for quantified institutional clients.
• Implement customer strategy lifecycle management and generate performance analysis reports.

Skills

Fluency in Chinese

Fluency in English

Customer Communication Skills

Service Orientation

Problem-Solving Skills

Education

Bachelor's Degree

Tools

JIRA

Job description

Who We Are

Established in 2019, Matrixport is the world's leading hub for all-in-one crypto financial services. We are committed to building an entry-grade ecosystem for the crypto space, by providing every user with a personalized super account that integrates products and services of crypto assets trading, investment, loan, custody, RWA, research and more. Through our diverse products and services, we empower users to achieve sustainable earnings from their crypto investments.

Matrixport holds licenses such as the Hong Kong Trust or Company Service Provider (TCSP）& Money Lender License, an Appointed Representative (AR) in the UK. We are also registered as a Money Services Business (MSB) in the US and a member of Switzerland’s FINMA SRO-VFQ, ensuring our services meet the highest global standards and providing users with secure and compliant crypto financial solutions.

As Matrixport continually reshapes the business landscape of crypto assets appreciation at the core, we continuously introduce our offers, and keep integrating the crypto sectors to create a closed-loop ecosystem for crypto services, making it easy for everyone to access the crypto space and enjoy potential earnings of cryptocurrency.

Why Join Us

At Matrixport, we tackle complex problems as a team. We encourage openness and promote transparency, respect, and inclusivity. Every team member is valued and has a voice that can be heard. We are always in the search for intellectually curious and entrepreneurial individuals who are keen on making an impact in the crypto ecosystem, and in building a better product for the next one billion users.

Job Responsibilities

1. Provide full-process support for quantified institutional clients in account opening, fund transfer, and strategy configuration on the Matrixport platform to ensure efficient completion of business cycles.
2. Offer efficient and real-time response services, professionally answering technical inquiries related to platform functionalities, API integration, and strategy execution.
3. Implement customer strategy lifecycle management, continuously monitor strategy operation status, and generate performance analysis reports.
4. Clearly communicate the platform fee structure (including strategy management fees, performance sharing, and other structured rates), and manage customer bill reconciliation.
5. Establish a customer fund alert mechanism, execute compliant recovery processes for zero balance sub-accounts, and communicate with customers while providing risk alerts.
6. Strictly enforce KYC compliance checks, orderly remove customers who do not meet admission criteria, and delist strategies.
7. Establish a rapid response mechanism for customer needs, track and manage issues through the JIRA system with closure management.
8. Implement a VIP customer exclusive service plan, including an emergency handling channel for non-business hours.

Job Requirements

1. Bachelor's degree or above with fluency in both Chinese and English.
2. Experience in customer service and operations in the financial industry is preferred.
3. Strong customer communication skills, ability to express ideas clearly, and possess good customer communication and guidance abilities.
4. Service orientation and response efficiency: Strong customer service awareness, ability to prioritize customer-centric problem-solving, and maintain clear work logic and response rhythm during multitasking.
5. Product and process familiarity: Familiarity with the overall process of financial platform account opening, deposits, and strategy settings.
6. Good listening skills and the ability to quickly understand customer issues.
7. Ability to handle high-intensity, rapidly changing work environments; proactively drive issue closure with a strong sense of responsibility.

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