What You’ll Do

📍Coaching & Quality Assurance Leadership 📍Own day-to-day support quality across tickets and chat: review interactions for accuracy, tone, completeness, and policy alignment. 📍Run a consistent coaching cadence (targeted feedback, improvement plans, follow-through) that keeps reps aligned to standards. 📍Build and maintain QA scorecards/rubrics, calibration practices, and quality standards that are auditable and consistent. 📍Establish and report on KPIs (e.g., CSAT, QA score, recontact rate, resolution quality, first response time, escalation quality) and translate trends into action. 📍Design and deliver training modules (onboarding, refreshers, scenario-based drills, policy-safe comms) to raise rep knowledge and performance. 📍Identify recurring issues and knowledge gaps, then drive improvements through macros, playbooks, and process updates—focused on measurable lifts in CSAT and quality.

What We’re Looking For (Must-Haves)

📍4+ years in a financial services environment (banking, brokerage, payments, fintech, exchanges, or similar) in a support and/or operations role. 📍Prior experience leading coaching and/or QA in a support environment (formal people management or clear ownership of performance outcomes strongly preferred). 📍Strong client-facing judgment and communication skills—clear, calm, and precise, especially under pressure. 📍Demonstrated ability to triage, prioritize, and execute in fast-moving environments while maintaining accuracy and professionalism. 📍Hands-on familiarity with KYC/CIP concepts and working alongside Risk/Compliance teams in a regulated setting.

The future of finance is here — whether you’re interested in blockchain, cryptocurrency, or remote web3 jobs, there’s a perfect role waiting for you.