Specialist, Prime Client Services

📋 Description

• Serve as a key member of a 24x7 Prime institutional client service model.
• Own client queries end-to-end across channels per SLAs.
• Deliver high-quality output with first-contact resolution and clear outcomes.
• Facilitate client demos; SME for Prime services and crypto questions.
• Support client journeys: account setup, access, trading, funding, reporting, billing, staking.
• Operationalize policies for scope and launches with risk alignment.
• Resolve issues with urgency; escalate to resolution.
• Drive client UX and workflow improvements; surface data-driven AI/tooling ideas.
• Model best practices for client and internal comms, including Slack and handovers.
• Apply PM, prioritization and execution to deliver on responsibilities.
• Manage cross-functional projects aligned to OKRs.

🎯 Requirements

• 4+ years institutional client service role in financial services, fintech or crypto with direct ownership of complex, high-value client relationships and CRM experience.
• Proven ability to work within a strong risk and control framework, following procedures, runbooks and approval paths.
• Flexible and adaptable to growth in a fast-paced org.
• Bias to action and ownership; proactively unblock cases and drive root-cause solutions.
• Ability to work in structured 24x7 shifts including evenings, weekends and holidays.
• Identify process and client experience improvement opportunities.
• Experience across support channels (voice, email, chat) with strong written and verbal skills; explain complex topics clearly.
• Tailor communication for different audiences and write structured case notes and handovers.

🎁 Benefits

• Equity eligibility
• Bonus eligibility
• Medical, dental, and vision benefits
• Remote-friendly with in-person offsites
• Equal opportunity employer
• Reasonable accommodations available on request