Department environment

As a Middle Office Associate in our Revenue Team, you will play a crucial role in ensuring the success and satisfaction of our valued institutional clients. You will serve as the first line of defence for technical inquiries, support, troubleshooting issues, providing an exceptional client experience through expert guidance. The Middle Office team provides 24/7 support for our full contingent of global clients. As such, the team works on a shift pattern where you will be required to work 5 out of 7 days in a rotation (including weekends) to ensure we are providing our clients with the best possible service.

Key Responsibilities of the role

• Provide high touch technical support to institutional clients, addressing their queries, troubleshooting issues, and ensuring a smooth experience.
• Take ownership and accountability of all incoming queries and managing client expectations under time pressures.
• Work closely with clients to understand their technical requirements, offering tailored solutions, and advising on the implementation of our products and services.
• Collaborate with internal stakeholders across the firm to effectively resolve client queries and seamlessly setup additional products contributing to revenue growth.
• Gather client feedback and insights, relaying this information to our product development teams to influence the enhancement of our offerings.
• Stay up-to-date with industry trends and the latest market developments, ensuring you are well-equipped to address client inquiries and provide expert guidance.
• Representing the values of Copper with the firms best interests, whilst ensuring what we do is for the benefit of the client, always acting with integrity

Your experience, skills and knowledge

• Bachelor's degree in a relevant field (e.g., Computer Science, Finance, Business) or equivalent work experience.
• Proven experience in a technical account management role, ideally within the cryptocurrency or financial services industry.
• Strong understanding of cryptocurrency technology, blockchain, and digital assets.
• Exceptional communication and interpersonal skills, with the ability to build rapport with clients.
• Problem-solving mindset and the ability to troubleshoot technical issues effectively.
• Detail-oriented and organized, with excellent project management skills.
• Self-motivated and capable of working independently as well as collaboratively within a team.

The benefits offered

• Annual Leave: 25 days annual leave per annum, in addition to USA bank holidays.
• Years of Service Days: employees are awarded one additional day of paid time off per year of service (up to a maximum of three years).
• Sabbatical Leave: all permanent employees (full-time or part-time) who have completed four years continuous employment are eligible to apply for three months unpaid leave. The purpose of this benefit is to provide eligible employees with an extended period of leave to pursue personal or professional development opportunities, which can include further education, research, travel, or volunteer work. Please note that sabbatical leave is granted at the discretion of Copper and is not a contractual entitlement.
• Comprehensive Health Cover: employees can access selectable medical, optical and dental benefits, providing a level of cover suitable for each employee’s personal circumstances.
• 401(k) (Safe Harbor Employer Match): Copper will match all employee contributions up to 4% (no vesting schedule).
• Commuter Benefit: employees who live in or commute to New York can utilise the commuter benefits programme, making it easy to use pre-tax dollars to pay for eligible transit expenses, such as train, subway, bus, ferry, and parking. If employees elect by the end of June, deductions will occur in July, and the benefit will exist from August onwards (no ‘use-it-or-lose-it’, commuter funds never expire).
• Energy Support Scheme: to combat energy prices increasing globally, Copper will provide you, in addition to your salary, with a monthly top-up equivalent to £60 or £75 (subject to your energy supplier). This benefit is subject to change at any time. Please note this subject to tax and local deductions (country-specific).
• Life Insurance: all employees are covered by Copper’s life insurance policy. The policy provides cover of $10,000.00, payable on the death of an employee to offer peace of mind to loved ones.
• Voluntary Benefits and Discounts: employees can access a variety of benefits such as flexible spending accounts (FSA), financial wellness programmes, accident insurance and more.
• Eye Tests: You can claim back up to £30 (or local equivalent) per annum for an eye test. You can use any optician and claim back the cost via Tipalti. Please note, this only applies if you do not have Private Medical Insurance (PMI) or if your PMI does not provide optical cover.

In return for everything you can bring to Copper, we can offer you an exciting, challenging role in a fast-growing and dynamic business, with career opportunities and welcoming working environment.

If you think you have everything we're looking for and more, then we'd love you to apply for the opportunity.