Client Services Lead

Who We Are:

At Galaxy we are building products and services to help the world invest in economic progress. We believe crypto and blockchain innovations will permeate and improve all aspects of our global economy. Our vision is a society where value and ownership flow as freely as information. Galaxy is a digital asset and blockchain leader helping institutions, startups, and individuals access and navigate the crypto economy. As one of the most well-capitalized and trusted companies in the industry, we provide platform solutions custom-made for a digitally native ecosystem across three complementary operating businesses: Global Markets, Asset Management, and Digital Infrastructure Solutions. Our offerings include, amongst others, trading, lending, strategic advisory services, institutional-grade investment solutions across passive, active and venture strategies, proprietary bitcoin mining and hosting services, network validator services, and the development of enterprise custodial technology. Galaxy’s CEO and Founder Michael Novogratz leads a team of crypto enthusiasts, and institutional veterans focused on the future of finance and Web3. The Company is headquartered in New York City, with global offices across North America, Europe and Asia.

Additional information about the Company's businesses and products is available on www.galaxy.com.

What We Value:

We are a diverse team of free thinkers, and fast movers united to help investors and creators energize the global economy. We are looking for individuals who thrive in a culture of builders and overachievers and embrace high performance, transparent feedback, and a mission-first approach. Our culture shapes our way of working and gets us where we want to be.

• Seek Excellence.
• Be Selective To Be Effective.
• Be Highly Aligned, Loosely Coupled.
• Disagree Transparently.
• Encourage Independent Decision-Making.
• Build Dream Teams.

Who You Are:

Galaxy is seeking a passionate, dedicated Client Services Associate to join our Client Services team. This individual is a critical member of our team, acting as a trusted resource and advocate for our clients. This role requires a balance of service excellence, operational accuracy, and relationship-building across multiple channels. We’re looking for someone who is proactive, intellectually curious, and confident handling complex client needs. The ideal candidate has strong organizational and problem-solving skills, excellent communication abilities, and an unwavering commitment to delivering outstanding client experiences at every interaction.

We’re seeking individuals who are client-obsessed, proactive, and thrive in fast-paced environments. You understand that service isn’t just about answering questions—it’s about building trust, anticipating needs, and delivering a seamless experience from start to finish. You’re detail-oriented, an empathetic communicator, and someone who solves problems with urgency and ownership.

Experience in financial services is a strong plus, but more importantly, we’re looking for team members with a growth mindset, intellectual curiosity, and a drive to go above and beyond for our clients. You’re energized by collaboration, confident in high-stakes conversations, and passionate about raising the bar for what exceptional service looks like.

What You’ll Do:

• Provide exceptional client service via email, live chat, and phone support.
• Maintain and uphold defined Service Level Agreements (SLAs) by ensuring prompt and efficient responses to inquiries.
• Investigate client issues thoroughly and provide clear, timely, and accurate solutions.
• Collaborate closely with internal teams to resolve complex client
• Demonstrate empathy, professionalism, and patience in all client interactions, contributing to a high-quality client
• Actively participate in team discussions, brainstorming sessions, and knowledge-sharing initiatives to continuously improve processes and client
• Remain adaptable and flexible to changing priorities, tasks, and company needs.
• Stay informed about company products, services, and tools, providing expert advice and guidance to clients.
• Work with CRM & Support tools to manage client interactions, track issues, and communicate with the team.

What We’re Looking For:

• Minimum of 7 years prior experience in a client service, operations or technical support role in the fintech or finance industry.
• Must hold an active FINRA Series 7 and Series 63 license.
• Familiarity with regulated banking and investment products.
• Strong problem-solving skills with the ability to navigate complex issues and provide clear resolutions.
• Ability to thrive in a fast-paced, remote work environment.
• Strong attention to detail, time management, and organizational skills.
• Client-obsessed. A positive attitude and passion for helping people. 
• Excellent communication and interpersonal skills, with the ability to interact effectively with clients, team members, and senior management.
• Experience with CRM and Support tools such as Zendesk, JIRA, and Slack is required.

Bonus Points:

• 10+ years previous experience in the fintech or finance industry.
• Prior startup experience
• Remote work experience is a plus

The base salary ranges included below will be commensurate with candidate experience, expertise, and local market. Final offer amounts are determined by multiple factors, including candidate experience and expertise. At Galaxy, we maintain a total compensation philosophy which consists of a competitive base salary, annual bonus, and equity incentives.

Galaxy respects diversity and seeks to provide equal employment opportunities to all employees and job applicants for employment without regard to actual or perceived age, race, color, creed, religion, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital or partnership or caregiver status, ancestry, national origin, citizenship status, disability, military or veteran status, protected medical condition as defined by applicable state or local law, genetic information or predisposing genetic characteristic, or other characteristic protected by applicable federal, state, or local laws and ordinances.

We will endeavor to make a reasonable accommodation to the known limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to complete the application process or to participate in an interview, please contact  

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