Role Overview
We are looking for an Operations Executive to support the daily operational functions of the Custody business, with custody wallet services as the primary focus. The successful candidate will assist in ensuring smooth business operations, customer onboarding, product operations, process execution, and cross-functional coordination while supporting the department's operational initiatives.
This role is ideal for someone who enjoys working in a fast-paced fintech or technology environment and has strong execution, problem-solving, and coordination skills. Experience in internet product operations, fintech, blockchain, or digital assets will be an advantage.
Key Responsibilities
1. Product Operations & Business Support
- Support the daily operations of Custody products, including customer onboarding, account setup, product configuration, and operational support.
- Assist in product launches by preparing operational procedures, user guides, FAQs, training materials, and internal documentation.
- Monitor customer feedback, operational issues, and product performance, escalating issues where necessary.
- Work closely with Product, Technology, Sales, Compliance, Customer Success, and Finance teams to ensure smooth operational delivery.
- Support operational campaigns and customer engagement initiatives.
2. Operational Execution
- Execute daily operational tasks accurately and within service level agreements (SLAs).
- Monitor operational activities and ensure timely completion of customer requests.
- Support implementation of new operational initiatives and process improvements.
- Prepare operational reports and assist in tracking key performance indicators (KPIs).
3. Process Improvement
- Follow and maintain standard operating procedures (SOPs).
- Identify operational inefficiencies and recommend process improvements.
- Assist in documenting workflows, operational guidelines, and knowledge base materials.
- Support automation initiatives and system enhancement projects.
4. Operational Risk & Compliance
- Ensure operational activities comply with company policies and regulatory requirements.
- Perform operational checks to minimize risks and processing errors.
- Assist in customer due diligence (CDD/KYC), documentation reviews, and compliance-related operational tasks.
- Report operational risks, incidents, or process gaps to management promptly.
5. Customer Support & Service Delivery
- Coordinate with internal teams to resolve customer operational issues promptly.
- Track customer requests and ensure timely follow-up until resolution.
- Support Customer Success and Sales teams during onboarding and post-sales activities.
- Maintain high standards of customer service and operational responsiveness.
6. Cross-Functional Collaboration
- Work closely with Product, Technology, Sales, Customer Success, Compliance, Finance, and Legal teams.
- Assist in coordinating operational activities across departments.
- Communicate operational updates and customer feedback to relevant stakeholders.
- Support project implementation and cross-functional initiatives.
7. Data & Reporting
- Collect and analyze operational data to identify trends and improvement opportunities.
- Prepare regular operational reports and dashboards.
- Monitor operational KPIs and support continuous performance improvements.
8. Administrative Support
- Maintain accurate operational records and documentation.
- Assist in preparing reports, meeting materials, and internal presentations.
- Support ad-hoc operational projects assigned by management.
Requirements
- Bachelor's Degree in Business Administration, Operations Management, Information Technology, Finance, Marketing, Computer Science, or related disciplines.
- 1–3 years of experience in Operations, Product Operations, Customer Operations, Business Operations, FinTech, Internet Products, or related fields.
- Fresh graduates with relevant internship experience are encouraged to apply.
- Experience in internet product operations or SaaS platforms is an advantage.
- Experience in blockchain, digital assets, fintech, payment services, or crypto-related businesses is preferred but not mandatory.
- Strong organizational and execution skills with attention to detail.
- Good analytical and problem-solving abilities.
- Strong communication and interpersonal skills.
- Able to coordinate effectively across multiple departments.
- Proficient in Microsoft Office (Excel, Word, PowerPoint); experience with project management or CRM tools is an advantage.
- Fluent in English and Chinese (spoken and written) to support cross-border communication and Chinese-speaking clients.
- Self-motivated, responsible, adaptable, and able to work in a fast-paced environment.
Preferred Qualifications
- Experience supporting B2B products or enterprise customers.
- Knowledge of blockchain wallets, digital assets, crypto exchanges, payment platforms, or custody services.
- Experience preparing SOPs, operational documentation, or customer knowledge bases.
- Familiarity with AI tools, workflow automation, or data dashboards.
- Experience working in startup or high-growth technology companies.
