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.

We hold ourselves to a very high hiring bar. To achieve this, we think of roles first and foremost as outcomes to be achieved, not simply a description of responsibilities. We have developed what we call a ‘Success Profile’ for this role, which has two sections:

  • Outcomes: Meaningful and measurable work products that have a significant impact on the team and business over a defined timeframe
  • How to Achieve Outcomes: We have a strong point of view on how this role will succeed in achieving outcomes at itBit. So, we have taken the Operating System of itBit - our values - and made it relevant to this role.

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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