Middle Office Associate

Copper is a digital asset technology company dedicated to helping institutional investors safely acquire, trade, and store crypto assets.

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**
- Holidays: 27 days per annum paid holiday, in addition to bank holidays
- Years of Service Days: Employees are awarded one additional day of paid time off per year of service (up to three years)
- Vitality Health:

- Medical Insurance: Copper provides all employees with individual cover. Medical history is disregarded, and a 24/7 virtual GP is available (£100 excess per person per year)
- Dental Insurance: Comprehensive dental cover for preventative, restorative and emergency treatment
- Audiology Cover: Employees can claim back up 80% of costs, up to £300, for any hearing tests or hearing aids
- Optical Cover: £500 optical cover (through Vision Express) or 80% reimbursement up to £300 for any other optician
- Menopause Support: Unlimited support for those experiencing symptoms of the menopause, such as video consultations with a dedicated menopause practitioner
- Vitality services also include an additional £100 for minor diagnostic tests and private prescriptions, including home diagnostics
- Headspace - Copper's policy provides all employees with a free Headspace subscription. Headspace provides great resources to manage stress, improve sleep, meditate and enhance mindfulness
- Discounts and free benefits - the Vitality programme has been designed for preventative care to encourage members to improve their overall health and will reward those for doing so. Employees can access additional benefits such as 50% off running shoes, discounted health screenings, 50% off at Nuffield Health or Virgin Acti