Client Operations Analyst

About Hex Trust

Hex Trust, established in 2018, offers fully regulated institutional digital asset Custody, Staking, and Markets services to builders, investors, and service providers. Drawing on the expertise of veteran banking technologists and award-winning financial services leaders, Hex Trust continues to innovate with its proprietary bank-grade platform, providing secure, and integrated solutions. Hex Trust has grown its global presence, with offices in Hong Kong, Singapore, Dubai, Italy, and Vietnam.

Position Summary

At Hex Trust, our Client Operations team interacts closely with some of the most forward-thinking players in the Digital Asset industry, from financial institutions moving into the space to the very projects issuing top market cap assets. The ideal candidate “wants in”, is eager to make a difference and not afraid to roll up his/her/their sleeves. We do not look at diplomas or grades — we look at attitude, drive, standards and passion. The industry is fast-paced and so are we: the ideal candidate puts customers first no matter what, ensures excellent service standards and is a great team player because Client Operations is a team effort. The ideal candidate has a high EQ, can work through the unexpected and is excited for a unique opportunity to make a real impact in an exciting and growing company.

Duties & Responsibilities

Our Client Operations team is a group of highly talented and dynamic contributors. Each individual ensures that our broad range of Customers — from Institutions to High-Net-Worth individuals — has the best experience possible every single time they interact with Hex Trust: at onboarding, when they need additional products or services and, last but not least, when they need help. The team efficiently manages all new clients’ onboarding, cross- and up-selling activities as well as inbound service requests and communications. Alongside nurturing customer relationships, the team focuses on continuous improvement of internal processes via a variety of ad-hoc projects aimed at increasing efficiency, automation and scaling of our operations while keeping exceptional client servicing standards as the primary goal.

• Build fruitful relationships with Hex Trust Customers by becoming their key point of contact
• Provide exceptional client service for all Hex Trust products and services
• Ensure smooth and timely client onboarding by coordinating internally with the different teams involved (Operations, Technology, Compliance, etc.)
• Address inbound Customer requests and issues via email, chat and phone
• Become an enabler of Hex Trust Customers’ success by Identifying and assessing Customers’ needs
• Work across the organization to streamline processes and facilitate solving Customer issues accurately and efficiently
• Create process enhancements and efficiencies via proactive improvement projects
• Provide periodic on-call support coverage for customer issues outside of business hours
• Occasional weekend coverage of support channel

Minimum Qualifications:

• 1-3+ years in an account management/relationship management/customer support capacity or equivalent, preferable if in a digital asset company
• Confident verbal communication and polished written communication
• Experience and comfort with solving complex problems from end-to-end
• Comfort with US timezone working hours, including weekends, for comprehensive support coverage

Preferred Qualifications:

• Experience working in the Digital Asset/Crypto or Financial industry
• Experience with case management/ticketing software
• Experience with stakeholder and project management
• Familiarity with Digital Assets: cryptocurrencies, NTFs, tokenized securities, etc.
• Good understanding of Financial Markets and AI

Important note: the Client Operations team currently welcomes new team members with different levels of expertise, from Analyst to Manager. If your profile does not match our list of qualifications do not give up — show us how passionate you are about becoming part of our team and you will be considered.

As one of the leading Web3 innovators, Hex Trust offers a front-row seat in the ever-changing blockchain & crypto industry. We genuinely believe that people are our greatest asset, and invest heavily so they’re best prepared to support our mission to unlock ownership in decentralized markets! You will be joining a company that is always committed to creating a supportive & inclusive environment that promotes personal and professional growth that furthers your success and drives innovation, collaboration, and passion in the blockchain space.

At Hex Trust, we are proud of our H.E.X. culture:

• Heart
• Empowerment
• Xcellence

Join us at Hex Trust and not only can you look forward to working with blockchain professionals to build the decentralized future, but also:

• Competitive Salaries & Bonuses
• Generous Amounts of Paid Time Off (incl. leave for Birthdays, Work Anniversary, and Mental Health etc.)
• Access to Corporate Discounts and exclusive Employer Perks
• Medical & Retirement Plans
• Professional Learning and Development Opportunities
• Elevate your work using cutting-edge technology
• Fun & friendly office spaces in Hong Kong, Singapore, Dubai and Vietnam
• Regular company & social events

Hex Trust is an equal-opportunity employer devoted to diversity and inclusion in the workplace. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.