Service Operations - Fintech / Crypto

- **This is a fully remote role** **About Ceffu** Ceffu is an institutional custody platform on a mission to propel the adoption and active participation of institutional investors in the digital asset ecosystem. With world-class security and liquidity solutions, Ceffu provides a unique gateway to the world's deepest liquidity as the only institutional crypto custody partner of the Binance Exchange, positioning itself as one of the leading global institutional custody technology providers. Visit www.ceffu.com for more information. **Job Overview** We are seeking a dedicated and client-oriented Service Operations to join our team. The ideal candidate will be responsible for handling client inquiries, providing timely and professional responses, and ensuring a seamless client experience. This role includes participation in an on-call rotation, including evenings and weekends, as part of the team's commitment to round-the-clock service., and requires the ability to manage BAU (Business as Usual) operations matters alongside client-facing support duties. **Responsibilities** - Serve as the primary point of contact for institutional client inquiries, ensuring timely, accurate, and professional responses across all support channels. - Manage and resolve client requests end-to-end, escalating complex issues to relevant internal teams as necessary. - Work on rotating shifts to provide uninterrupted 24/7 client support coverage, including weekends and public holidays as required. - Handle BAU Operations matters including but not limited to transaction processing, account maintenance, and operational monitoring. - Maintain detailed and accurate records of client interactions, ensuring proper documentation and follow-up on outstanding issues. - Collaborate with internal teams to resolve client issues and provide feedback for product and process improvements. - Identify recurring client pain points and contribute to the development of FAQs, knowledge base articles, and process enhancements. - Monitor and escalate system incidents or anomalies that may impact client services during shift hours. **Requirements** - At least 3-5 years of experience in a client-facing support role, preferably within financial services, fintech, or the cryptocurrency industry. - Strong communication skills with the ability to explain complex concepts clearly and concisely. - Willingness and ability to work rotating shifts (including nights, weekends, and holidays) to ensure 24/7 operational coverage. - Experience handling day to day BAU operational processes such as transaction monitoring, account operations, or incident management. - Detail-oriented, organized, and capable of managing multiple client requests simultaneously under time-sensitive conditions. - Self-motivated and adaptable in a fast-paced, evolving environment with minimal supervision. - Native or fluent in English (written and spoken) is required. - Proficiency in Mandarin is a significant advantage.