Operations Associate, itBit Singapore

SINGAPORE

ABOUT ITBIT
itBit is a global exchange and custodian offering institutional and retail investors a regulated platform to buy, sell and hold crypto assets. In 2015, itBit obtained a New York State trust company charter and became the first regulated Bitcoin exchange in the U.S. As a regulated financial services company based in New York City, itBit is focused on meeting the sophisticated needs of institutions, active traders and other bitcoin trading professionals. In addition to New York City, itBit has an office and operational teams based in  Singapore.

We pride ourselves on a very high hiring bar which is why instead of a standard job description, we think of our roles first and foremost in terms of the outcomes they are meant to achieve over a defined timeframe. Outcomes are meaningful work products that have a significant impact on the team and the business. We also have a strong point of view on how someone in that role could succeed in achieving those outcomes and eventually at Paxos. This is why you will see a section below on how to achieve outcomes which is where we take the Operating System of itBit - our culture - and make it relevant to this role. We hope you will enjoy reading this as much as we enjoyed writing it.

 

OUTCOMES

  • Analyze and interpret data in order to devise hypotheses on on suspected malicious activities (i.e. compliance violation)
  • Designs a workflow to enable customer deposits and withdrawals of fiat and bitcoin to reduce risk and improve the customer experience from a speed, accuracy perspective
  • Work directly with users and provide scaled support to resolve their issues, identify user trends, and work with cross-functional partners to resolve issues using technology and automation
  • Partner with Product and Engineering teams to solve problems at scale. Do this by communicating insights to Product Management, Engineering, and other cross-functional partners around ways to improve the customer experience that optimizes for speed and accuracy

 

HOW TO ACHIEVE THE OUTCOMES

Technical Acumen Required:

  • Comfort with Excel - ability to use Google Sheets on the job
  • Strong written communication - ability to respond to customer requests in a comprehensive, clear way
  • Problem solving - finding solutions to complex client issues

 

Commitment to Excellence:

  • Answer every email to help@itbit.com in a helpful way within 24 hours
  • Pickup every phone call during business hours without letting it go to voicemail

 

Search for the truth: Willing to Be Wrong:

  • For all operational mistakes:
    • Admit them and escalate to appropriate superior
    • Diagnose what went wrong
    • Share experience and implement process to prevent it going wrong again
  • Understand when process improvements won’t work

 

Respect Everyone:

  • Treat all customer with respect (even difficult ones)
  • Treat NY and SG colleagues with respect
  • Interact respectfully with Compliance team
  • Interact respectfully with non-itBit parts of the company

 

Self-Managing:

  • Identify safeguards to ensure high quality work
  • Proactively identify and work on areas for development

 

Customer Centricity:

  • Identify areas where ops process can be improved
  • Escalate issues when they arise to the right person

 

ITBIT IS AN EQUAL OPPORTUNITY EMPLOYER. IT DOES NOT DISCRIMINATE ON THE BASIS OF SEX, AGE, COLOR, RACE RELIGION, MARITAL STATUS, NATIONAL ORIGIN, ANCESTRY, SEXUAL ORIENTATION, PHYSICAL AND MENTAL DISABILITY, MEDICAL CONDITION, GENETIC INFORMATION, VETERAN STATUS OR ANY OTHER BASIS PROTECTED BY FEDERAL, STATE OR LOCAL LAW.


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