Client Experience Analyst (West Coast)

Genesis is expanding to solve some of the toughest challenges in digital asset financial markets.

Genesis Trading is seeking a Client Experience Analyst to provide high-touch user support and client advocacy. In this role you will support both internal and external clients across trading, lending, and custody business lines. Analysts will help to ensure a premium-level user experience for our primary technology applications. The opportunity in this role is unique as it allows for the Analyst to gain valuable internal support experience in addition to being a client-facing role. The Client Experience Analyst will have excellent written and verbal communication skills, and a thoughtful approach to working with internal and external teams.

This position will be very hands-on and will report to a Client Experience Manager. The primary platform the Analyst will be working on is Genesis Prime, which provides an integrated user experience for clients to trade, borrow, lend, and store digital assets. You will be on the frontlines working with new and existing clients, advocating for our clients, and solving technical issues. It is expected that Analysts will work to become subject matter experts in the digital asset space to effectively partner with clients and internal departments on identifying appropriate solution offerings.

A successful candidate will be dedicated to making sure that client questions, issues, and requests are dealt with quickly, appropriately, and correctly.

Primary Responsibilities

• Utilize CRM to manage all client interactions and support requests
• Improve CRM workflows and help build reports detailing client interactions for internal stake holders

• Support internal operational workflows for sales, trading, finance, and compliance teams

• Liaise with our AML and Onboarding teams to ensure frictionless onboarding of new clients

• Educate new and existing clients on how to use the Prime application by providing comprehensive platform demos

• Act as the primary liaison for sales, trading, account management, and technology teams to troubleshoot and resolve customer issues

• Drafting documentation, i.e., standard operating procedures and customer facing documentation

Requirements

• 1-3 years of experience in a client experience, customer success, or client support role, ideally at a technology or financial services company

• Ability to work specific hours based on the coverage required each week

• Knowledge of the digital asset space is a requirement for this role, we are looking for candidates who specifically want to be working in crypto

• Experience with ticketing systems (JIRA and Hubspot), SLAs, and KPIs

• Familiarity with user management systems and identity verification procedures

• Proven troubleshooting and customer-focused problem-solving skills

• Must be a disciplined self-starter with an ability to work autonomously

Personal Attributes

• Strong interpersonal and communication skills
• Self-starter yet knows when to ask for help and works great in a team
• Strives to simultaneously achieve high-velocity and high-quality output
• Willingness and ability to meet aggressive deadlines
• Thrives in a dynamic and high-pressured environment
• Proven troubleshooting and problem-solving skills

Benefits

• 100% Premium Coverage for Medical, Dental, & Vision for you and your dependents
• Flexible Spending Accounts, Health Savings Accounts, Tax-Free Transit Benefits, & Other Supplemental Benefits Available
• Flexible Time Off
• Generous Parental Leave

Why Genesis

Genesis is dedicated to creating best-in-class infrastructure for institutional investors, developing advanced products that lower barriers, increase profitability and broaden access. Our team has decades of experience at top Wall Street investment banks and Silicon Valley technology firms, and includes leading experts in blockchain, distributed computing, cryptography and cybersecurity.

Digital Asset Ecosystem

Genesis operates at the heart of the digital asset ecosystem:

→ We are a subsidiary of Digital Currency Group (DCG), the largest investor in the bitcoin and blockchain space.

→ We have an unparalleled global network at the intersection of data, finance and technology.

Accelerating Momentum

Our addressable market is expanding rapidly as new institutional investors enter the space. Recent results include:

→ 300%+ Y/Y trading volume growth

→ 400%+ Y/Y loan origination growth

→ 300%+ Y/Y active loan growth

→ 150%+ Q/Q derivatives transaction growth

Diversity And Inclusion

Genesis invests in creating a welcoming environment where everyone can feel supported and connected at work.

→ We help employees develop a deep understanding of the problems we’re trying to solve.

→ We thrive on ideas driven by a broad range of perspectives.

→ We believe diverse teams lead to better products and bigger outcomes.

Genesis is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.