Investor Support Specialist
About the Role
You will provide front-line support to investors and handle back-office processes related to transfer agent and fund operations. You will guide investors through onboarding and KYC verification, assist with wallet setup and blockchain interactions, troubleshoot token transactions and gas fees, process share/token transfers and corporate actions, reconcile on-chain records with internal systems, and escalate platform issues to product and engineering while maintaining accurate transaction and compliance documentation.
Requirements
- 1-3 years of experience in investor support, fund operations, transfer agency, or client services
- Familiarity with blockchain concepts and wallet interactions including WalletConnect, MetaMask, and hardware wallets
- Understanding of transfer agent operations and fund operations processes such as capital calls, redemptions, and reporting
- Experience with KYC/AML verification workflows and regulatory compliance requirements
- Excellent organizational, analytical, and communication skills
- Strong customer service orientation and problem-solving mindset
- Ability to manage multiple priorities in a fast-paced environment
Responsibilities
- Guide investors through onboarding and KYC/AML verification
- Respond to investor inquiries about onboarding status, documentation, and platform use
- Collaborate with compliance and operations to resolve KYC/AML issues
- Provide technical support for wallet connections including WalletConnect, MetaMask, and hardware wallets
- Troubleshoot wallet connectivity, token transactions, smart contract interactions, and gas fees
- Educate investors on wallet security and blockchain mechanics
- Maintain accurate investor records and process share/token transfers
- Manage corporate actions including distributions and redemptions
- Process investor allocations, redemptions, and reporting for funds
- Reconcile blockchain records with internal accounting and reporting systems
- Monitor and process on-chain transactions such as token issuances, burns, and transfers
- Maintain investor transaction records and compliance documentation
- Identify and escalate platform issues to product and engineering teams
- Contribute to investor-facing knowledge base articles and internal support documentation
- Support operations during fund launches, token issuances, and key corporate events
Benefits
- Unlimited Paid Time Off (PTO)
- Equity grant opportunities
- Remote work flexibility
- Comprehensive employer-paid medical, dental, and vision insurance for US employees
- 401(k) retirement plan