Client Operations Manager

Magna; New York (NY); On-site; USD 70,000 - 100,000; Full time

Job summary

Magna is building software infrastructure for web3 networks and protocols, offering Carta for Web3 to manage employee vesting, token unlocks, and community claims. Join a small NYC/Europe team backed by top investors.

As Client Operations Manager you’ll onboard customers, provide timely support via Telegram and Intercom, help with onboarding spreadsheets, become a product expert, and coordinate with engineering to translate requests into feasible work while managing support tickets across

Qualifications

• Experience in customer success, account management, or technical support in a SaaS, fintech, or web3 company.
• Strong communication skills: liaise with both technical and non-technical stakeholders.
• Problem-solving mindset: resourceful, solution-oriented, and able to troubleshoot issues with agility.
• Technical aptitude: comfortable learning complex products and troubleshooting technical issues.
• Organized and detail-oriented: able to manage multiple inquiries and prioritize effectively.
• Familiarity with web3/crypto is a strong plus.

Responsibilities

• Onboard new customers: Guide customers through onboarding and adoption of Magna's products and services.
• Be highly responsive: Monitor Telegram and Intercom, providing timely support and addressing questions or issues.
• Hands-on support: Help customers complete onboarding spreadsheets with accurate formatting and data integrity.
• Product expertise: Become a go-to expert on Magna's product suite and help customers leverage all features.
• Coordinate with engineering: Collaborate with the technical team to assess feasibility of requests and provide feedback.
• Support ticket management: Monitor and address tickets from stakeholders across all projects, ensuring timely resolutions.

Skills

Customer success

Account management

Technical support

Communication

Problem-solving

Job description

Magna is building software infrastructure for the largest and most innovative networks/protocols in the web3 space and is relied upon by top protocols. Our flagship product is “Carta for Web3”, a platform that makes it easy for crypto companies to manage and automate their employee token vesting, investor token unlocks, and community claim portals. This year alone, we’ve grown our platform to over $20 billion of tokens managed, hundreds of client projects, and millions of users.We’re a team of 18 in NYC & Europe backed by Y-Combinator, Tiger Global, and the biggest names in the space (Tusk Ventures, Circle, Galaxy Digital, Solana Ventures, Polygon Ventures, GSR, Tower Research, and many more). Our engineering team comes from top finance and distributed systems companies like Gemini, Morgan Stanley, and Palantir.We're seeking a proactive and customer-focused Client Operations Manager to help our clients maximize the value of our platform and ensure a seamless, supportive experience. You'll be the front line of communication for our customers, helping them onboard, navigate the product, and troubleshoot any issues that arise.

What You’ll Do

• Onboard new customers: Guide customers through the onboarding process, ensuring smooth adoption of Magna's products and services.
• Be highly responsive: Actively monitor Telegram and Intercom, providing timely support to customers and addressing questions or issues.
• Hands-on support: Work with customers to complete onboarding spreadsheets, ensuring accurate formatting and data integrity.
• Product expertise: Become a go-to expert on Magna's product suite—helping customers leverage all features and capabilities.
• Coordinate with engineering: Collaborate with our technical team to assess the feasibility of customer requests and provide accurate feedback.
• Support ticket management: Monitor and address support tickets from stakeholders across all projects, ensuring timely and thorough resolutions.

Requirements

• Experience in customer success, account management, or technical support in a SaaS, fintech, or web3 company.
• Strong communication skills: You can effectively liaise with both technical and non-technical stakeholders.
• Problem-solving mindset: You're resourceful, solution-oriented, and can troubleshoot issues with agility.
• Technical aptitude: Comfort with learning complex products and troubleshooting technical issues.
• Organized and detail-oriented: Able to manage multiple customer inquiries and prioritize effectively.
• Familiarity with web3/crypto is a strong plus.

Responsibilities

• Onboard new customers: Guide customers through the onboarding process, ensuring smooth adoption of Magna's products and services.
• Be highly responsive: Actively monitor Telegram and Intercom, providing timely support to customers and addressing questions or issues.
• Hands-on support: Work with customers to complete onboarding spreadsheets, ensuring accurate formatting and data integrity.
• Product expertise: Become a go-to expert on Magna's product suite—helping customers leverage all features and capabilities.
• Coordinate with engineering: Collaborate with our technical team to assess the feasibility of customer requests and provide accurate feedback.
• Support ticket management: Monitor and address support tickets from stakeholders across all projects, ensuring timely and thorough resolutions.

Requirements

• Experience in customer success, account management, or technical support in a SaaS, fintech, or web3 company.
• Strong communication skills: You can effectively liaise with both technical and non-technical stakeholders.
• Problem-solving mindset: You're resourceful, solution-oriented, and can troubleshoot issues with agility.
• Technical aptitude: Comfort with learning complex products and troubleshooting technical issues.
• Organized and detail-oriented: Able to manage multiple customer inquiries and prioritize effectively.
• Familiarity with web3/crypto is a strong plus.

Tech stack

• client relations
• Operations