Client Operations Associate - New York

Client Operations Associate - New York

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.

The Client Operations team sits at the heart of Copper, acting as the frontline for client engagement, technical support and operational excellence. The team is a dynamic client focussed group, responsible for ensuring clients receive seamless, high-quality service across all touchpoints. Our team collaborates closely with Product, Engineering, Compliance, and Commercial to resolve queries, deliver insights, and continuously improve the client experience. 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.

As a Client Operations Associate 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 of the role

• Provide 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 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.
• Stay up to date with industry trends and the latest market developments, ensuring you are well-equipped to address client inquiries and provide expert guidance.
• 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 integrity.

Your experience, skills and knowledge Essential

• Proven experience in a technical account management role, ideally within the cryptocurrency or financial services industry.
• 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.
• Self-motivated and capable of working independently as well as collaboratively within a team

Desirable

• Finra Series 99 Certified Operations Professional Exam

Why Copper?

At Copper, we keep innovation, openness, and curiosity at the centre of everything we do. Here, bold ideas get the spotlight, learning is constant, and diversity shapes our team from the ground up.

Jump into a fast-moving, dynamic team that loves a challenge and knows how to have fun along the way. Collaboration is just as important as resultsyou'll be surrounded by smart, driven colleagues in London and across our APAC, Switzerland, UAE, and US offices.

Hybrid working model we believe in the value of bringing people together and at the same time we embrace the adaptability of flexibly working.

Diversity and inclusion matter to us they're woven into Copper life. From employee-led groups like Women at Copper to a committee focused on community and wellbeing, you'll have a network that supports you from day one. Everyone voice matters.

If you're looking to ramp up your career, or keen to do something new in your field, with us, you'll keep moving forward.

Ready to make your mark, keep growing, and join a supportive, dynamic team? Copper's the place.

The Interview Process at Copper

Our interview process is designed to be thoughtful, efficient, and engaging. While specific steps may vary slightly depending on the role, the typical journey includes:

1. Initial Screening A brief conversation with our Talent Acquisition team to explore your background, motivations, and alignment with the role.
2. Technical Interview A virtual session conducted via Microsoft Teams, where you'll engage with team members to discuss relevant skills, problem-solving approaches, and technical experience.
3. In-Person Interview A conversation focused on team dynamics, collaboration style, and any final technical questions. This may be with cross-functional peers or leadership.

Additional steps may be added based on the role's complexity or seniority. We aim to keep the process transparent and respectful of your time.

Salary range Below, we've outlined the base salary range for this position. Actual compensation may vary based on factors including experience and performance. The range listed is just one part of Copper's total compensation package. Base Salary Range $65,000- $75,000

Benefits

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. Some of our key US benefits are highlighted below:

• Paid Time Off - 25 days annual leave per annum in addition to local bank holidays. Employees also receive one additional day of annual leave for each year of service.
• Comprehensive health cover - medical, optical and dental benefits.
• Life Insurance
• Commuter Benefit Programme

If you think you have everything we're looking for and more, then we'd love you to apply for the opportunity.

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.