Concierge Operations Manager

Unchained Capital

Austin, TX, USA

Full time

Oct 28

At Unchained Capital, our mission is to help bitcoin holders achieve unprecedented financial freedom and control. Unchained products include originating loans backed by bitcoin, providing multi-signature vaults utilizing collaborative custody, and buying bitcoin directly to vaults with keys that you control. We are looking for a Concierge Operations Manager that has a passion to help our clients by providing exceptional support and service for each of these products.  Because Unchained Capital is dedicated to helping individuals and businesses hold their own bitcoin private keys, a lot of what we’re building and supporting is novel. Candidates with prior experience in bitcoin and especially multisig bitcoin custody are preferred, but this is not a requirement.  

The Concierge Operations Manager role is an integral part of our support team and reports directly to the Vice President of Client Services.  This person will be responsible for managing the operations of Unchained’s concierge onboarding, which guides clients through configuring hardware wallets and holding private keys (many for the first time), educating about multisig and collaborative custody with Unchained Capital and ultimately building multisignature vaults. We expect the Operations Manager of the Concierge team to be the point of contact for clients going through the onboarding process, manage the shipping operations, overseeing all client orders, ensuring tasks are completed, and pinpointing any bottlenecks. The right person for this role can relate to clients and has a general understanding of private keys and multisignature. This position is in our headquarters in Austin, TX but you will have clients and colleagues you will work with remotely.

What you can expect in your first year:

  • First Month: Complete onboarding by learning how to manage our internal tools, demonstrate an understanding of policies and protocols, and understand our products. 
  • Next 3 Months: You will be able to confidently manage concierge operations. You’ll develop the ability to articulate client feedback into actionable recommendations for our Client Solutions, Engineering, and Product teams.  
  • Next 8 Months: You will have contributed to building a strong client-first culture in a fast paced and exciting environment. You will support multiple projects varying in scale while still demonstrating excellent client support across all channels which will be measured by internal KPIs. 

WHAT YOU’LL DO 

  • Own the entire concierge operations flow, which includes coordinating with clients to ensure that paperwork is completed and processed accurately, shipping hardware packages, and managing Unchained inventory 
  • Coordinating Unchained inventory and device shipping
  • Managing client order forms 
  • Point of contact for all client communications about the Concierge process
  • Outreach to clients that are stuck in the process 
  • Manage multiple systems to ensure clients are moved through in a timely manner 

WHAT WE WANT TO SEE

  • Detail-oriented and ability to multitask
  • Client services and/or operations experience 
  • An understanding of the economic implications of bitcoin
  • Ideally, an Unchained Capital client that understands why collaborative custody with Unchained Capital will be the standard in bitcoin custody
  • Interested in private keys and the technology behind bitcoin

NICE TO HAVES

  • Previous experience working remotely with clients and colleagues.
  • Excellent abilities in organization, coordination and project management
  • Experience working across cross-functional teams and time zones
  • Technical background is a plus
  • Experience with working at a bitcoin firm
  • An understanding of bitcoin wallets and multisig

THE PERKS

In addition to competitive pay, Unchained offers best-in-class benefits including:

  • Bonus plan, 401k, and stock options
  • Medical, dental, and vision coverage
  • Unlimited PTO
  • Training & development opportunities
  • Flexible work arrangements

Not to mention, you’ll be working alongside the most talented, passionate, and hard-working people in our industry!

Unchained Capital, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment and do not discriminate based on race, gender, color, religion, age, or any other basis protected by law.

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Unchained Capital

The first Bitcoin native financial services company offering collaborative multisig vaults, loans, and buy bitcoin OTC. Not your keys, not your coins.

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