Copper is a digital asset technology company dedicated to helping institutional investors safely acquire, trade, and store crypto assets.Built and led by Dmitry Tokarev, a software and financial engineering specialist, the firm provides a comprehensive suite of custody, trading and settlement solutions that reduce counterparty risk and bring greater capital and operational efficiency to digital asset markets. At the heart of Copper's offering is Multi-Party Computation (MPC) technology - the gold standard in secure custody. Copper's multi-award winning custody system is unique in thatit can be connected to centralised exchanges, DeFi applications and even staking pools without the assets leaving the custody.Built on top of this state-of-the-art custody, ClearLoop™ is the first solution in the market that overcomes a growing industry challenge; counterparty risk with exchanges. This solution underpins a full prime services offering, connecting global exchanges and enabling customers to trade and settle directly from the safety of their MPC-secured wallets. By reducing settlement time for transfers to a few milliseconds (without blockchain network dependency) and offering enhanced security measures, ClearLoop™ is rapidly reshaping the way asset managers trade and manage capital.In addition to industry-leading security certifications, Copper has one of the strongest insurance coverages in the industry from an A+ rated insurer, positioning the firm as the partner of choice for institutions seeking to safeguard their assets.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.Copper is an equal opportunity employer. We embrace diversity and equal opportunities in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. So, bring us your experience, perspectives, and skills. It is in our differences that we will continue to grow and ensure Copper is transforming how institutional investors engage with digital assets. Copper is a Disability Confident Employer, please let us know if you have a disability. If you require us to provide any assistance during the recruitment process, then we would ask you to highlight this to us and we will be happy to accommodate.