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The Account Management and Crypto Lead will serve as the primary point of contact for VIP clients while leading the customer escalations team to ensure world-class service delivery. This role requires a strong balance of client relationship management, customer experience strategy, and team leadership, with a deep understanding of crypto products, services, and client concerns.

The role is critical in driving client satisfaction, retention, and growth while ensuring smooth operations and continuous improvement of customer support functions.

This person will focus primarily on all crypto-related client concerns (trading, deposits, withdrawals, blockchain-related issues, and platform usage) while also supporting user inquiries related to fiat transactions when required.

Key Responsibilities:

• Client Account Management & Growth
• Act as the lead point of contact for VIP clients on all account-related matters.
• Build, maintain, and strengthen long-term relationships with VIP clients to drive engagement, satisfaction, and retention.
• Handle daily client concerns with detailed, polite, and empathetic communication to ensure customer trust and loyalty.
• Serve as the subject matter expert and escalation owner for crypto-related inquiries, while providing secondary support for fiat-related concerns.
• Study and communicate new product features and updates—especially crypto products and services—to VIP clients.
• Plan and implement strategies to deliver excellent customer experience.
• Increase trading volume and fee revenue by upselling services, identifying growth opportunities, and onboarding new VIP clients.
• Collaborate with cross-functional teams to execute growth strategies that enhance client activity and wallet share.


• Customer Escalations & Incident Management
• Supervise the customer escalations team, including hiring, coaching, performance evaluation, training, and career development.
• Conduct regular 1:1 sessions to understand team challenges, provide guidance, and motivate members.
• Ensure escalation processes are established and followed, linking escalations to incidents and problems, analyzing impact, and providing recommendations.
• Manage critical and complex crypto-related concerns, particularly those involving regulatory, financial, or reputational risks.
• Perform root cause analysis on escalated cases, identify customer pain points, and collaborate with internal teams to implement solutions.
• Train team members in handling complex and high-risk concerns, especially within the crypto domain.


• Operations, Policies & Reporting
• Develop, maintain, and continuously improve policies, procedures, and workflows to ensure efficient resolution of client concerns.
• Ensure proper workforce management, business continuity, and cost-efficient operations within the team.
• Prepare weekly and monthly performance reports that track team results, highlight pain points, and recommend improvements.
• Measure and analyze customer satisfaction, generate insights, and implement enhancements based on feedback.
• Stay updated with crypto and fintech industry trends, techniques, and best practices to maintain global customer service standards.
• Define, track, and report on KPIs and goals, ensuring continuous progress and alignment with business objectives.


• Other Duties
• Perform ad-hoc tasks or projects as assigned by leadership that may impact business operations and company goals.

What we expect from you:

• Qualifications
• Proven experience in account management, customer success, or client servicing, ideally with exposure to crypto/fintech or financial services.
• Strong background in customer escalations, incident, and problem management.
• Demonstrated leadership experience, including team supervision, coaching, and development.
• Excellent communication, interpersonal, and problem-solving skills with an empathetic approach to client interactions.
• Analytical mindset with the ability to interpret data, generate insights, and propose improvements.
• Strategic thinker with the ability to balance client satisfaction, business goals, and operational efficiency.
• Deep understanding of crypto products, markets, and industry trends; knowledge of fiat payment processes and support is a plus.

Meaningful Collaborations - The successful candidate will work cross-functionally with other relevant teams to carry out implementations that will improve and create an impact on customer experience.

Scalable Growth - Be part of a fast-growing organization with the vision to expand its territories outside APAC which will provide opportunities for career advancement.

A Space For Bright Ideas - Let your bright ideas be converted into meaningful changes! Coins culture welcomes new ideas backed up by data to create an impact.