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Copper.co · 1 day ago

Client Operations Manager

New york

Full-time

Hybrid

Senior Level

$100K/yr - $120K/yr

5+ years exp

Copper is a leading firm in institutional digital asset infrastructure, focusing on custody and operational excellence. The Client Operations Manager will ensure client satisfaction and success by providing technical support and managing trade processes while collaborating with various teams to enhance client experience.

CryptocurrencyFinanceFinancial ExchangesFinancial Services

Culture & Values

Responsibilities

Facilitate trade lifecycle management including trade capture, validation, and booking (crypto-crypto, fiat-crypto) across asset classes and venues

Perform post-trade processing, settlement oversight, and exception management by reconciling failed inbound transfers and ensuring accurate payment allocations

Support trading desks with trade booking, 4-eye checks, and L1/L2 support, while collaborating with product and engineering teams to enhance infrastructure and business initiatives

Conduct variance analysis to identify treasury performance deviations and support treasury operations

Perform KPI analysis to monitor and improve operational efficiency across functions

Deliver financial insights to support funding oversight and strategic decision-making

Oversee compliance monitoring across operational workflows to ensure alignment with internal policies and regulatory risk compliance management

Implement and maintain AML/KYC procedures and ensure adherence to the Travel Rule for qualifying transactions

Coordinate audit preparation, stakeholder engagement, and remediation efforts to uphold governance standards

Manage liquidity and cash management across trading flows, ensuring timely settlement and optimal funding coverage

Monitor collateral positions, perform margin calling, and oversee agency lending/stock loan collateral margin checks

Maintain segregated trust wallets to ensure secure custody, transparency, and regulatory compliance

Support trade management platforms by ensuring data accuracy, seamless integration, and operational efficiency

Drive workflow automation and process improvement to reduce manual intervention and enhance control environments

Perform data analysis and querying to validate trade activity, support reporting, and assist in resolving outages and disruptions

Manage client lifecycle activities including onboarding, offboarding, and servicing for institutional and retail clients

Facilitate client reporting, data requests, and act as the primary escalation point for operational and technical issues

Liaise with internal teams to address client feature requests, provide technical support, and ensure high service standards

Support blockchain infrastructure, exchange connectivity, and crypto settlement to enable secure and real-time transaction processing

Oversee digital asset custody, Multi-Party Computation (MPC) protocols, and asset and disaster recovery for shards and wallets

Manage staking and yield operations, tokenized asset flows, and DeFi integration to optimize treasury management and client offerings

Partner with internal stakeholders across departments to ensure timely and effective resolution of client queries, fostering a seamless support experience

Work closely with the Product team to share client insights and feedback, helping shape product enhancements and strategic direction

Collect and translate client feedback, delivering actionable insights to product development teams to drive continuous improvement and innovation

Stay informed on industry trends and market developments, equipping yourself with the knowledge needed to provide expert-level guidance and anticipate client needs

Mentor and guide team members, fostering their development and ensuring the smooth execution of daily operational tasks

Support the Head of Client Operations on ad-hoc initiatives, taking the lead on cross-functional projects and coordinating team contributions to ensure successful execution

Qualification

Client-facing experienceTechnical supportFinancial products knowledgeTrade lifecycle managementAML/KYC proceduresData analysisCross-functional collaborationResilienceLeadershipAdaptability

Required

5+ years in client-facing roles within fintech, investment banking, or financial services

Proven track record of resolving complex client queries and delivering high-touch technical support

Experience managing escalations and coordinating with cross-functional teams under pressure

Hands-on experience working with product teams to relay client feedback and influence roadmap decisions

Familiarity with agile environments and product development cycles

Operates independently with minimal supervision

Seeks input only on highly complex or unfamiliar issues

Exercises sound judgment and decision-making within their area of responsibility

Accountable for outcomes that influence team and departmental performance

May lead or coach 1–2 employees, helping them develop skills and navigate their roles

Acts as a role model and trusted advisor within the team

Demonstrates ownership of deliverables and ensures alignment with team goals

Proactively identifies risks and takes steps to mitigate them within scope

Works constructively across teams to solve problems and drive outcomes

Manages changing priorities while maintaining quality and meeting deadlines

Demonstrates composure under pressure and adapts approach as needed

Supports the transition from expert contributor to strategic influencer

Benefits

Paid Time Off - 25days 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