At Anchorage Digital, we are building the world’s most advanced digital asset platform for institutions to participate in crypto.
Anchorage Digital is a crypto platform that enables institutions to participate in digital assets through custody, staking, trading, governance, settlement, and the industry's leading security infrastructure. Home to Anchorage Digital Bank N.A., the only federally chartered crypto bank in the U.S., Anchorage Digital also serves institutions through Anchorage Digital Singapore, Porto by Anchorage Digital, and other offerings.
The company is funded by leading institutions including Andreessen Horowitz, GIC, Goldman Sachs, KKR, and Visa, with its Series D valuation over $3 billion. Founded in 2017 in San Francisco, California, Anchorage Digital has offices in New York, New York; Porto, Portugal; Singapore; and Sioux Falls, South Dakota. Learn more at anchorage.com, on X @Anchorage, and on LinkedIn.
As a Client Experience Team Lead, you are responsible for delivering unparalleled white glove service to our clients throughout the onboarding process and on-going account management activities. In this role, you are responsible for ensuring an excellent onboarding experience and providing attentive care to our clients by responding to their inquiries in a timely and thoughtful manner and managing their transactions in a risk conscious way. You will become intimately familiar with our wealth and asset management platforms, our investment advisor, wealth and asset manager clients and their use-cases, anticipate their needs & that of their end-clients, and serve as an advocate for them internally.
In addition to day to day client service and support, you will act as a thought partner and builder to internal teams, leveraging problem-solving skills and an understanding of client needs to contribute to the continued development and scalability of service models and platforms in support of our wealth and asset manager clients. You will support client interactions across multiple teams and work closely with your Business, Client Operations, KYC Operations, and Product/Engineering teammates in ensuring ongoing enhancement to client workflows and development and refinement to processes/procedures.
We have created the Factors of Growth & Impact to help Villagers better measure impact and articulate coaching, feedback, and the rich and rewarding learning that happens while exploring, developing, and mastering the capabilities and contributions within and outside of the (insert role title) role:
Technical Skills:
- Responsible for understanding Anchorage Digital’s expanding product suite, specifically the evolving wealth and asset management platforms
- Applies concepts, knowledge, and implements Anchorage policies and procedures to resolve a variety of issues
- Excellent understanding of blockchains & crypto industry to better support clients as the industry continues to evolve
- Excellent understanding of Anchorage Digital’s core product and its fit in the wealth and asset management space
- Firm understanding of services provided in the digital asset space: custody, trading, staking & governance, stablecoins
- General understanding of Know Your Client (“KYC”), contracts, operational flows within a bank
Complexity and Impact of Work:
- Works in lock-step with stakeholders in support of Anchorage Digital’s clients
- Responsible for day-to-day fielding and resolving of client issues proactively and swiftly
- Provides white-glove service during the clients’ onboarding lifecycle, including account go-live, and coordinating with internal stakeholders on process
- Able to operate tactical processes while building new models, contributing in the writing and enhancement of runbooks as new processes develop
Organizational Knowledge:
- Aware of the strategy of Anchorage Digital and what it means for the Client Experience team and our clients
- Understands how the company’s priorities relate to their own area of work, and clearly communicates the ‘why’ behind the work
- Can perform independent research and source answers from available information (Notion, Slack, JIRA, DocuSign, Linear), properly engaging subject matter experts as needed
Communication and Influence
- Work collaboratively and thoughtfully with team members and interdepartmental stakeholders
- Comfortable, confident, and effective communicating with the full spectrum of clients, from small independent advisors to large scale wealth and asset managers and broker/dealers
- Able to digest and articulate complex client use-cases in digital assets to inform roadmap & prioritization
You may be a fit for this role if you have:
- General understanding of anti-money laundering concepts, and why they’re important
- Knowledge of institutional client onboarding, lifecycles, and structures
- Curiosity & knowledge of crypto, with strong desire to improve knowledge
- Capable of operating in a fast-paced environment with autonomy
- Able to face off directly with clients and internal stakeholders to reach resolution for complex problems
- The ability to work collaboratively with Sales and other key stakeholders throughout the client lifecycle
- Experience working with customers to address and resolve questions or challenges
- 5+ years experience in client-facing, client service or relationship management role, specifically supporting independent investment advisors and/or wealth and asset managers
- Proactive, open-minded, and constantly looking for ways to improve the client experience
Although not a requirement, bonus points if:
- You were emotionally moved by the soundtrack to Hamilton, which chronicles the founding of a new financial system. :)
About Anchorage Digital: Who we are
The Anchorage Village, what we call our team, brings together the brightest minds from platform security, financial services, and distributed ledger technology to provide the building blocks that empower institutions to safely participate in the evolving digital asset ecosystem. As a diverse team of more than 300 members, we are united in one common goal: building the future of finance by providing the foundation upon which value moves safely in the new global economy.
Anchorage Digital is committed to being a welcoming and inclusive workplace for everyone, and we are intentional about making sure people feel respected, supported, and connected at work—regardless of who you are or where you come from. We value and celebrate our differences and we believe being open about who we are allows us to do the best work of our lives.
Anchorage Digital is an Equal Opportunity Employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. Anchorage Digital considers qualified applicants regardless of criminal histories, consistent with other legal requirements. “Anchorage Digital” refers to services that are offered either through Anchorage Digital Bank National Association, an OCC-chartered national trust bank, or Anchorage Lending CA, LLC a finance lender licensed by the California Department of Financial Protection and Innovation, License No. 60DBO-11976, or Anchorage Digital Singapore Pte Ltd, a Singapore private limited company, all wholly-owned subsidiaries of Anchor Labs, Inc., a Delaware corporation.
Protecting your privacy rights is important to Anchorage Digital, and we work to maintain the trust and confidence of our clients when handling personal or financial information. Please see our
privacy policy notices here.
