Manage operational issues for high-value institutional users across fiat deposit and withdrawal channels

Support clients through onboarding activation, payment operations and ongoing account operational management

Understand client operational needs and proactively identify and recommend opportunities to improve user experience and fiat product adoption

Handle operational escalations and client requests with strong judgment while managing client expectations professionally

Coordinate payment, settlement, onboarding and RFI related escalations across internal teams and banking partners

Work closely with VIP, Business Development, Product, Clearing, Compliance and Banking Partnership teams on client operational support and strategic initiatives

Maintain strong ownership, responsiveness and communication throughout issue resolution 

Support adoption and operational rollout of strategic fiat solutions and banking channels

Translate recurring client pain points into operational and process improvement opportunities

3+ years of experience in institutional operations, customer success, fintech operations, banking operations or account servicing

Strong understanding of fiat payment operations, institutional client servicing or banking workflows

Experience supporting high-value clients or institutional relationships in fast-paced environments

Strong communication and stakeholder management skills

Comfortable handling operational escalations and coordinating across multiple teams

Strong ownership mindset with ability to manage issues end-to-end

Ability to operate independently under pressure while maintaining strong client experience standards

Experience in crypto, fintech, payments or institutional banking industry is preferred