Carlos Manco Email & Phone Number

Remote

• Work closely with Team Leaders to improve team/individual performance.• Oversee the implementation of new policies, resources, and training material.• Manage card operations and implementation of new US-based card programme.• Scope solutions for compliance related improvements including risk management, KYT (Know-Your-Transaction) and SaaS implementations.• Liaise with corporate clients, acting as a point of contact for any higher support issues and product training.• Set up a new physical office space for Customer Operations and Compliance in Lisbon.• Implement KPI metrics and reporting for business analytics and corporate clients.• Improve employee engagement with high achiever fast-track programmes and debates around blockchain topics.

Manchester, England, United Kingdom

• Manage a multilingual customer operations team with a focus on expansion and compliance. • Oversee customer onboarding, card operations and customer support. • Responsible for the hiring and onboarding of new team members as well as creating and reviewing training programs for new hires and employees' personal development. • Manage escalated complaints and consult with the DPO on any data protection related queries.• Evaluate and propose new tools to aid Support/Operations, provide requirements for improvements to internal systems and collaborate with other departments to fix issues and improve products.• Create new operating policies and procedures, as well as ensuring they updated and provide the best outcome for all parties involved.• Aid with internal and external audits from partners and service providers.

Manchester, England, United Kingdom

• Manage a multilingual customer operations team with a focus on expansion and compliance. • Oversee customer onboarding, card operations and customer support. • Responsible for the hiring and onboarding of new team members as well as creating and reviewing training programs for new hires and employees' personal development. • Manage escalated complaints and consult with the DPO on any data protection related queries.• Evaluate and propose new tools to aid Support/Operations, provide requirements for improvements to internal systems and collaborate with other departments to fix issues and improve products.• Create new operating policies and procedures, as well as ensuring they updated and provide the best outcome for all parties involved.• Aid with internal and external audits from partners and service providers.

United Kingdom

• Provide support with app related queries such as wallets/exchange, onboarding and BXX (company’s ERC-20 token) via e-mail and live chat. • Review KYC submissions, due diligence documentation and help with onboarding as needed.• Help with periodic customer reprofiling according to customer risk level and back-testing automated verifications.• Assist the Operations Director to build workflows, complete compliance audits and manage EEA card programme.• Liaise with corporate client support teams on escalated queries.• Raise bugs via Jira and collaborate with development teams to resolve these effectively.• Assist with testing bugs and new features.

Remote

Providing support for the Portuguese and English markets and dealing with user enquiries regarding the exchange platform including spot and margin markets, DeFi, financial derivative products, peer-to-peer, savings and liquidity pools. Keeping up to date with what is happening in the crypto community. Providing support with common API and WebSocket queries such as error codes, setup and documentation. Adhering to strict data security, storage and retention policies in order to ensure confidential information is kept secure. Have an in-depth understanding of the company’s community and ecosystem including use of Binance Chain / Smart Chain, DEX and Bridge as well as 3rd party products such as MetaMask, Ledger and Trezor devices and 3rd party wallet services.

Cambridge, United Kingdom

Assist internal and external users with any queries. Maintain and update CRM with relevant, detailed, GDPR compliant interactions as well as follow up actions and notes. Keep track of own and team KPIs to align output to meet targets. Communicate fluently in Portuguese and English on a professional level. Follow BIO feedback model and provide developmental feedback to colleagues. Maintain a high level of customer service. Identify areas of self-improvement and actively work on these. Assist newly hired colleagues. Act as a reference point and provide updates regarding quality and procedures. Organise team events and design new work on self-directed development projects.

Cambridge, United Kingdom

Assist with enquiries from guests, partners or associates on any required topic. Keep a record of enquiries and summarise conversations in a GDPR compliant manner. Keep track of own and team KPIs to align output to meet targets. Communicate fluently in Portuguese and English on a professional level. Maintain a high level of customer service.

Isleham, United Kingdom

Assessing client requirements and creating proposal documents for new telephony solutions. Set-up meetings with potential clients. Maintaining the CRM system with client information. Identifying new opportunities with current clients. Improving current spreadsheets for costing.

Downham Market, United Kingdom

Interface with customers, manufacturers, contractors, and colleagues across the business. Manage all community correspondence. Allocate time and resources to community and store projects. Organise and oversee fundraising, ‘fun at work’ and charity days. Achieve maximum levels of customer satisfaction by analysing and resolving their enquiries, while dealing with any and all complaints in a friendly and professional manner. Keep track of service KPIs and align work output to meet these. Maintain a record of store visitor and contractor numbers. Co-manage the community budget. Monitor and record expenditure across the store.