Crypto Specialist

Job Title: Wealth Management

LOB: Crypto

Role Type: BPO / Specialised Customer Support

Position Overview We are seeking a highly technical customer support professional for a specialised role supporting retail investors in German and European capital markets. In this position, you will be the primary point of contact for complex queries related to crypto transactions spanning traditional equities (stocks, ETFs, derivatives) and cryptocurrency trading.

Key Responsibilities

1. Respond directly to customer queries regarding order execution, product availability, and rapidly changing market events.
2. Investigate failed or delayed trade executions, diagnosing the root cause and providing clear, transparent explanations to the investor.
3. Support customers with complex technical questions related to live trading, spread mechanics, and settlement processes.

Mandatory Experience & Qualifications

1. Experience: Minimum of 6 months in financial services customer support with hands-on experience handling securities and crypto transactions.
2. Language Skills: Fluent English (B2 level minimum) with crystal-clear written and verbal Communication skills required to explain intricate trading processes.
3. Numerical Proficiency: Strong comfort with rapid calculations and the analytical ability to break down and explain complex financial scenarios in simple terms.

Technical & Domain Competencies (Required) To succeed in this role, you must possess direct support experience and knowledge in the following areas:

1. Traditional Capital Markets: Hands-on experience supporting stocks, ETFs, and derivatives.
2. Trading Operations: Mastery of order lifecycle management (placement, execution, cancellation, and rejections) and order execution types (market, limit, and stop orders).
3. Market Mechanics: Deep understanding of bid/ask spreads, slippage, liquidity concepts, instrument availability, and trading statuses.
4. European Market Infrastructure: Demonstrable understanding of German and European trading venues, specifically including platforms like Lang & Schwarz Exchange and Bankhaus Scheich for crypto.
5. Crypto Markets: Familiarity with major crypto assets (e.g., BTC, ETH, SOL), combined with an understanding of crypto pricing and spread mechanics.

Preferred Industry Background

• Ideal candidates will bring prior experience working within:
• European retail brokers or online trading platforms.
• Banks offering securities or crypto brokerage services.
• Dedicated crypto exchanges or market makers.
• BPO or shared service centres that directly support financial institutions.