Operations Associate

As an Operations Associate at CoinGecko, you support the global leader in cryptocurrency data tracking. You handle customer inquiries, execute operational workflows, assess listing applications, and collaborate across teams to keep CoinGecko's platform running smoothly while serving over 300 million page views monthly across more than 100 countries.

What you'll do

• Provide accurate, timely, and personalised support to customer inquiries across channels, adhering to SLAs and standard operating procedures while identifying opportunities to improve them
• Execute daily workflows with precision using documented SOPs, flag gaps and inefficiencies proactively, and suggest practical workarounds or improvements
• Identify and escalate possible issues to superiors and communicate updates to all relevant parties
• Assess listing applications based on defined listing criteria to ensure they meet company standards and guidelines
• Work closely with internal teams to resolve customer-related matters and contribute to smoother operational handovers and insights
• Track, document, and report key performance metrics, operational issues, and user feedback to internal teams to drive continuous improvement
• Maintain positive relationships with existing customers, project teams, exchanges, and partners, and serve as peer support in CoinGecko communities on social platforms such as Telegram and Discord
• Stay current on crypto and Web3 industry changes, and adapt processes or raise relevant updates when trends affect operations

What you bring

• At least 3 years of work experience in crypto, finance, accounting, consulting, or customer support roles, preferably in the crypto or fintech industry or start-up environments
• Foundational knowledge across multiple areas of operations functions including customer support, curation, due diligence, trend analysis, relationship management, and presentation
• Foundational knowledge of Bitcoin, Ethereum, DeFi, and NFT, and hands-on experience with DApps, exchanges, and other Web3 products
• A general understanding of Web3 and DeFi and actively learning about news trends in the crypto, Web3, and DeFi industries
• A general understanding of CoinGecko's products and services
• A customer-first mindset with deep care for user experience and commitment to resolving issues empathetically and accurately
• Ability to manage your own time, work autonomously, and deliver high-quality work with minimal supervision after onboarding
• Curiosity about data and the ability to tell stories using data
• A keen eye for detail with an exceptionally high bar for accuracy and quality
• Humility in embracing better ideas from others, eagerness to make things better, and openness to challenges and possibilities
• Ownership of projects by ensuring all deliverables and targets are met within agreed timelines
• Self-motivation and the ability to work independently with minimal supervision after 6 months, with a strong sense of self-leadership and curiosity in finding ways to improve existing projects and workflows
• Passion for solving problems faced by stakeholders with strong empathy
• Fluency in written and spoken English and experience working with others in a team towards achieving common goals
• Sound judgment and the ability to handle highly sensitive and private data with integrity
• A love of delving into new technologies and ways of doing things

Nice to have

• Proficiency in CRM and automation tools such as Zendesk
• Experience with research tools such as Blockchain Explorers, DEX data aggregators, and web analytics

What we offer

• Salary of PHP 64,364 to PHP 70,800 (or PHP 54,121 to PHP 59,863 for more junior candidates evaluated as L1)
• Flexible work arrangement supporting both remote and in-office collaboration at offices in Malaysia and Singapore
• Flexible working hours with no 9-to-5 structure
• Life, medical, and critical illness insurance coverage
• Virtual share options
• Performance bonus
• Parking allowance on a claim basis
• Monthly meal allowance of RM600 or SGD400
• Annual learning allowance of USD500 on a claim basis
• Social activity allowance on a claim basis
• Annual company offsite

About CoinGecko

CoinGecko is the world's largest cryptocurrency data platform, operating since 2014 and tracking over 10,000 tokens across more than 400 exchanges. The company serves over 300 million page views monthly in more than 100 countries and has played a major role in mainstream awareness, adoption, and education of cryptocurrency globally.