Client Operations Associate

Department & Team Purpose 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. Role Purpose 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 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. Represent the values of Copper with the firm’s best interests, whilst ensuring what we do is for the benefit of the client, always acting with integrity. Essential Requirements 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 FinraSeries 99 Certified – Operations Professional Exam. Salary Base Salary Range – $65,000- $75,000 Benefits 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 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. #J-18808-Ljbffr