Crypto Operations Specialist, Account Servicing

3 weeks ago

Old Toronto, Canada Robinhood Full time
About the team + role

The Crypto Operations team is passionate about delivering an excellent end-customer experience and mitigating firm risk while supporting cutting-edge crypto products. As a Crypto Operations Specialist on the Account Servicing desk, you’ll serve as a technical product expert and own processes critical to supporting Robinhood’s crypto product and its customers. You’ll work closely with our Crypto Product and Engineering teams to solve existing issues as well as prep and plan for new product and service launches. You’ll be expected to troubleshoot complex customer issues and will serve as the Customer Experience team’s point of contact on crypto-related customer inquiries and escalations.

The role is located in the office location(s) listed on this job description which will align with our in-office working environment. Please connect with your recruiter for more information regarding our in-office philosophy and expectations.

What you’ll do
  • Handling customer escalations, troubleshooting complex issues in Salesforce, and leading root-cause analysis of bug and issue reports
  • Proactively communicating with the CX and Engineering teams on various issues that crypto customers may face, developing and building solutions
  • Executing account actions as needed such as implementing or lifting trading restrictions, selling out customers’ crypto on their request when they are unable to, verifying residency, uploading tax documents, etc.
  • Performing routine operational tasks that are critical to daily operations of Robinhood’s business, working cross-functionally across products and teams.
  • Driving continuous improvement of products and the customer experience by gathering and analyzing data around contact drivers and common issues and reporting on these on a frequent basis
  • Developing and maintaining technical and non-technical documentation and playbooks (including customer-facing communications and internal documents such as SOPs) to assist with defining and explaining processes for both internal and external audiences
What you bring
  • Bachelor's degree or equivalent practical experience
  • Deep familiarity with cryptocurrency products and blockchain technology
  • 3+ years experience in an operations or customer support role at a financial services, fintech, or cryptocurrency company
  • Excellent written and verbal communication skills
  • Attention to detail and strong data-driven mindset and analytical skills
  • Crypto trading experience, preferably on multiple platforms
  • Data analytics experience building or optimizing custom reports and dashboards
What we offer
  • Market competitive and pay equity-focused compensation structure
  • 100% paid health insurance for employees with 90% coverage for dependents
  • Annual lifestyle wallet for personal wellness, learning and development, and more
  • Lifetime maximum benefit for family forming and fertility benefits
  • Dedicated mental health support for employees and eligible dependents
  • Generous time away including company holidays, paid time off, sick time, parental leave, and more
  • Lively office environment with catered meals, fully stocked kitchens, and geo-specific commuter benefits
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