VIP Relationship Manager

We are looking for a highly skilled and service-driven VIP Relationship Manager to join our Customer Operations team. This is a pivotal role with real scope and visibility, sitting at the heart of our white-glove support offering for top-tier clients. 

You will be the dedicated point of contact for our most valued customers; providing premium, proactive, and deeply personalized support. A core focus of the role is our OTC (over-the-counter) client base, ensuring their experience is seamless, efficient, and consistently excellent. 

Alongside day-to-day client support, you will play a key operational role: building and refining the processes, playbooks, and standards that underpin our VIP program. If you take genuine pride in delivering outstanding service, have a sharp eye for process improvement, and thrive in fast-paced fintech environments — this role is for you. 

This role is remote, primarily working Monday to Friday 9am to 6pm UTC, with flexibility on time zones. 

Your Role:

White-Glove Client Support 

• Serve as the primary point of contact for VIP clients, delivering premium, proactive, and highly personalised support across all touchpoints. 

• Build strong, trusted relationships with top-tier clients through regular check-ins and timely communication. 

• Resolve escalated VIP issues swiftly and thoughtfully, ensuring every client feels heard, valued, and well looked after. 

OTC Customer Management 

• Provide dedicated support to our OTC client base, understanding their specific needs and ensuring a smooth, end-to-end experience. 

• Act as a reliable liaison between OTC clients and internal teams (Compliance, Operations, Finance) to facilitate transactions and resolve blockers efficiently. 

• Proactively monitor OTC client activity and flag potential issues before they escalate.  

Process & Operations 

• Own and continuously improve the operational foundations of the VIP programme — developing playbooks, SOPs, and workflows that ensure consistency and quality at scale. 

• Identify friction points in existing VIP and OTC processes and drive practical, lasting improvements. 

• Collaborate with internal stakeholders across Operations, Product, Compliance, and Support to streamline cross-functional workflows impacting VIP clients. 

• Track and report on service quality and operational KPIs related to VIP activity, using data to inform improvements. 

• Maintain accurate client records and documentation in line with internal standards.

  
  

What We're Looking For:

• 3+ years' experience in a relationship management, client services, or customer success role — ideally with high-value or premium clients. 

• Background in fintech, crypto, payments, or a similarly fast-paced regulated environment strongly preferred. 

• Demonstrable experience supporting or managing OTC clients, or a strong understanding of OTC trading workflows, is a significant advantage. 

• Proven ability to manage complex client situations with professionalism, composure, and care. 

• Exceptional interpersonal and communication skills — comfortable engaging with senior, high-profile, or demanding clients via calls, emails, and written correspondence. 

• Data-comfortable: able to use tools like Excel, CRM platforms (e.g. Zendesk, HubSpot), and dashboards to track client activity and identify service gaps. 

What We Offer:

• Competitive market rate salary and performance-based incentives.

• 22 days annual leave with an additional 6 company days, plus bank holidays.

• Comprehensive health insurance plans.

• Maternity & Paternity leave support.

• Extensive benefits program.

• Flexible work schedule and remote work options.

• Modern offices and co-working spaces across 6 countries.

• Working equipment.

• Professional development and training opportunities.

• Opportunity to shape the initiatives you’re working on.

• Diverse and friendly team.

• We are open-minded to new ideas.