Operations Associate, Mid-level (L2)
Rare Bits
Operations
Malaysia
Posted on Friday, February 11, 2022
CoinGecko is a global leader in tracking cryptocurrency data. Operating since 2014, CoinGecko has built the world's largest cryptocurrency data platform, tracking over 10,000 tokens across more than 400 exchanges, serving over 300 million page views in more than 100 countries. We are proud to have played a major part in mainstream awareness, adoption, and education of cryptocurrency globally.
We at CoinGecko believe that cryptocurrency and blockchain will define the future of finance, bringing greater financial and economic freedom around the world. In anticipation of that future, CoinGecko is building the foundation to scale cryptocurrency market data to serve billions.
We practice transparent salaries and a level structure at CoinGecko:
• The salary for this position is RM8,135.
What you'll be doing :
• Customer Support: Provide excellent and personalized experience to customer queries within the specified SLA’s, while maintaining positive customer relations, both as a team and independently. Conduct thorough and effective diagnosis to resolve users’ concerns and issues through dedicated CRM channels and escalate issues to relevant internal teams as necessary.
• Curation: Stay informed of the latest trends and news in the cryptocurrency industry to curate listing opportunities, while providing meaningful context, categorization, and valuable content that engages users.
• Due Diligence and Market Research: Perform detailed due diligence and trend analysis to dynamically adjust listing criteria as the market changes when assessing potential token listings to ensure they meet the company's listing standards and guidelines.
• Relationship Management: Nurture the relationship with existing customers, project teams, exchanges, and partners to establish self as a trusted advisor. Serve as peer support in CoinGecko communities on social platforms (Telegram, Discord, etc) and ensure active moderation of real-time communications and discussions with the clients’/vendors’ teams.
• Reporting: Keep track, analyze and report on performance metrics to identify opportunities for improvement and optimization. Report on trends and other insights gathered from support channels to the relevant teams on a regular basis.
• Process Improvements: Propose improvements to existing processes and policies to enhance productivity and ensure they provide the best possible user experience and to streamline operations.
• Community Presence: Participate and be involved in the cryptocurrency communities by maintaining positive relationships with key stakeholders in the space.
• Documentation: Maintain operations guidelines, standards, and templates.
• Plugged-in: Stay up-to-date with the latest industry trends, tools, and methodologies to continuously improve the quality and effectiveness of operations initiatives.
• Team Player: Work closely with cross-functional teams to ensure the smooth execution of projects and to achieve department and business objectives, and to ensure customer requests are handled appropriately in a timely manner.
• Coaching: Able to mentor peers, interns, freelancers and contractors for the work within your team.
• You are required to support any ad hoc tasks as required by the company.
What we look for in you :
• Proven Track Record: You have 2-5 years of experience in finance, accounting, consulting, or customer support roles, preferably in the fintech industry or start-up environment.
• Education: You have a Bachelor’s degree in any relevant field with an interest in Operations.
• Operations Skills: You have solid knowledge of multiple areas of the Operations function - Customer Support, Listing, Sourcing, Due Diligence, Trend Analysis, Relationship Management, Presentation, etc.
• Crypto Knowledge: You have solid knowledge of Bitcoin, Ethereum, DeFi, NFT and most things related to cryptocurrency and blockchain. You have used Dapps, exchanges, and other web3 related products.
• CRM and Blockchain Analytics Tools: You have a solid knowledge of using CRM and automation tools (e.g. Zendesk), and an excellent command of research tools such as Blockchain Explorers, DEX data aggregators, web analytics, etc.
• Product Knowledge: You have a solid understanding of most, if not all of CoinGecko’s products/services.
• Customer-Oriented: You have a genuine passion for providing positive, timely, and professional customer experiences.
• Entrepreneurial: You are self-motivated, resourceful, and have an entrepreneurial mindset with the ability to succeed in a fast-paced and highly agile environment.
• Analytical & Data-Driven: You should be curious about data and able to tell stories using data.
• Operational Excellence: You have a keen eye for detail and an exceptionally high bar for accuracy and quality. You also hold your peers to similar standards in their work.
• Strong Opinions, Loosely Held: You are humble in embracing better ideas from others, eager to make things better, open to challenges and possibilities.
• Project Management: You take ownership of the projects by ensuring all deliverables and targets are met within the agreed timeline.
• Leadership: You are self-motivated and can work independently with minimal supervision. You have a strong sense of self-leadership and are curious and creative in finding ways to improve existing projects and workflows.
• Problem Solving: You demonstrate the ability to figure out solutions to hard problems with many constraints, using sound judgment to assess risks, and to lay out your argument in a well-structured, data-informed, written narrative.
• People Skills: You are fluent in written and spoken English. You are a sound communicator who can build working relationships within the team and externally with customers.
• Integrity: You demonstrate sound judgment and ability to handle highly sensitive and private data.
• Breadth: You love delving into new technologies and ways of doing things.
Some of the perks while at CoinGecko:
• Remote Work Flexibility: Work wherever you feel most productive. We also provide office space in 1Powerhouse (Malaysia) and WeWork (Singapore) if you ever feel like meeting your colleagues in person.
• Flexible Working Hours: No 9-5 structure, work the hours you need to get your tasks done.
• Comprehensive Insurance Coverage: We provide life, medical, and critical illness insurance.
• Virtual Share Options: You'll be entitled to virtual options, with terms and conditions.
• Bonus: You’ll be entitled to a bonus, with terms and conditions.
• Parking Allowance: You will be given a monthly fixed allowance of RM 150 or SGD 100 to ease the cost of traveling.
• Meal Allowance: You will be given a monthly fixed allowance of RM600 or SGD400 to subsidize the cost of your meals.
• Learning Allowance: You will be allocated an annual budget of USD500 (claim basis) to help you continuously learn in the pursuit of your professional and personal development.
• Social Activity Allowance: Want to set a date to watch a movie or play futsal with your colleagues? Get it organized and we subsidize a portion (claim basis) of the cost.
• Annual Company Offsite: We gather once a year to meet each other in person, reflect on the year, and partake in social activities!
CoinGecko is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.
Interested? Hit the apply button to get started on your application!
