Operations Generalist

About the role
As our Operations Generalist, you’ll be at the center of making both the app and the team run seamlessly. You’ll work alongside the people behind products like Safe, CoW Swap, Gnosis Pay, and Circles — products that have pushed the boundaries of financial innovation worldwide.

This is an incredibly versatile role where you’ll be exposed to all aspects of building a business, especially on the non-technical side.

A. Customer Operations

• Lead and develop the customer success function, including managing existing team members
• Design scalable support processes, automations, and escalation frameworks
• Leverage AI and tooling to deliver efficient, high-quality support
• Monitor KPIs and continuously raise the bar on service standards
• Coordinate incident response across engineering and external partners (banking, card, infrastructure)
• Establish structured feedback loops between users and product

You will be expected to build systems — not just manage tickets.

B. Company Operations

• Own cross-functional projects & execution across Product, GTM, Partnerships, and Finance
• Identify operational gaps and solve them without waiting for direction
• Manage service providers, contracts, invoices, and SLAs
• Implement and maintain internal systems (documentation, dashboards, workflows)
• Support product launches and growth initiatives when required.
• Monitor budgets, burn, revenue, financials when the time comes.

This role requires judgment, discretion, and the ability to operate independently.

• 3+ years of experience in fast-paced environments, ideally in fintech, crypto, tech startups/scale ups.
• A true generalist.
• Self-motivated & an uncanny sense of urgency.
• Fast learner, able to thrive in ambiguity and can create processes from scratch.
• High degree of organisation and attention to detail.
• You’ve worked directly with founders & executives before.
• Curious about technical systems and motivated to deeply understand products like Circles and the broader Gnosis ecosystem.
• Strong communicator across technical and non-technical stakeholders.
• High ability to work independently.
• Passionate about building a business that creates an outsized impact on the world, financial freedom, and creating a delightful user experience.

This role is not for someone looking for a narrow function or a low-intensity environment. It requires initiative, resilience, strong internal drive and commitment to doing the best work of your life in this role.

Application video
In order for your application to be considered please record a loom video answering the following questions. Maximum 5 minutes, shorter the better. We appreciate clarity of thought & precise communication.

1. Tell us about a time you took ownership of a problem that wasn’t clearly your job — and why you did it.
2. Check out our app (https://app.gnosis.io). If you joined tomorrow, what would you fix first in customer operations/support and why?
3. Explain Circles in simple terms to a non-crypto person. We’re taking a big bet on bringing this to the world.
   1. Learn more about Circles here – https://aboutcircles.com/ Feel free to share any other proof of work that’s relevant/specific to our product/company.

• Personal Development: Pursue your professional goals with our support, including personal education budgets and conference allowances. We invest in your growth and learning.
• Innovation and Experimentation: Interested in exploring new ideas? Dedicate your Friday afternoons to research or work on a side project within our ecosystem. We encourage creativity and experimentation.
• Flat Hierarchy: Navigate with ease in our organization. Our flat hierarchy ensures your ideas and contributions are valued and heard, without getting lost in a complex structure.
• Flexible and Remote Work: Not a morning person? No problem! We embrace flexible working schedules and have a long-standing culture of remote work. Balance your professional and personal life in a way that works for you.
• State-of-the-Art Equipment: Receive the latest hardware and all the tools you need. We make sure you’re well-equipped to do your best work.
• Growth and Opportunity: Grow with us in an exciting industry. As Gnosis rapidly expands, so do the opportunities for you to make a significant impact. We value initiative and a proactive approach.
• Community and Mission: Join a team that’s passionate about our mission and enjoys working together. We’re not just colleagues; we’re a community driven by a shared goal.

At Gnosis, we strive to create an inclusive environment that empowers our employees. We believe that our products and services benefit from our diverse backgrounds and experiences and are proud to be an equal opportunity employer: all qualified applicants are considered for positions regardless of race, ethnic origin, age, religion or belief, marital status, gender identification, sexual orientation, or physical ability.