About Independent Reserve

Founded in 2013, Independent Reserve is one of Australia’s most secure and trusted cryptocurrency exchanges, with a mission to transform digital asset technology into secure, regulated financial services. With over 300,000 customers in Australia, New Zealand, and Singapore, we provide services like Bitcoin and Ethereum trading, an OTC desk, AutoTrader, API connectivity, and world-class security.

In 2021, Independent Reserve became the first cryptocurrency exchange in Singapore to receive a PSA license from MAS, standing out among 170 global competitors. As we continue to grow, we’re looking for talented individuals to join our team and be part of our exciting journey in the cryptocurrency space.

About the Job:

We are looking for a motivated and detail-oriented Operations & Customer Service Analyst with strong crypto knowledge and a sharp eye for fraud detection to join our Sydney-based team. In this dual-focused role, you'll be the voice of Independent Reserve, resolving customer queries and issues with empathy and accuracy, while also being a first line of defense against scams, fraud, and suspicious account activity.

As a senior team member, you’ll be responsible for escalations, supporting vulnerable customers, and identifying potential fraud risks before they escalate. You’ll collaborate with teams across the business — including Compliance, KYC, and the OTC desk — and be trained to use blockchain analytics and internal systems to investigate and mitigate risks.

This is a fantastic opportunity for someone who enjoys problem-solving, fraud prevention, and building trusted customer relationships in the fast-paced world of crypto.

An integral role with plenty of growth and development opportunities, some of the key responsibilities will include:

Problem solve and respond promptly and professionally to customer queries
Investigate and monitor suspicious activity to help detect and prevent fraud and scams
Use blockchain monitoring tools to identify and investigate suspicious activity
Perform investigative phone calls and assist the compliance in analysing customer activity
Stay updated on crypto specifc fraud trends, scam typologies, and crypto-specific risks
Collaborate with internal stakeholders across Compliance, KYC, Product, and Support for holistic case resolution
Deliver an exceptional and personal experience that builds trust and loyalty with each customer

About you:

Experience and skills we are looking for:

2+ years of experience in customer service or fraud detection, with a willingness to work across both fraud detection and customer issue resolution (experience in fintech is advantageous but not essential)
Experience working in financial fraud, scams, or crypto risk environments (preferred but not essential)
Ability to prioritise and handle multiple customer queries or issues simultaneously without sacrificing the quality of service
Knowledge of Bitcoin and other cryptocurrencies
Excellent written and verbal communication skills
Ability to communicate with customers at both a technical and non-technical level
Proven ability to solve and defuse difficult situations with customers

Other skills and experience which would be ideal:

Familiarity with cryptocurrency trading mechanics and a solid understanding of blockchain technology (transactions, wallets, etc.)
Experience working in financial fraud, either at a cryptocurrency exchange or within financial services

What we offer:

A competitive salary
Fee-free trading
A challenging and rewarding role in the dynamic crypto industry
A winning, fun, hard-working team
Ongoing learning and support
Great career development opportunities in a growing company

This is an in-office role, so please do not apply if you are looking for a hybrid or remote opportunity.

Operations and Customer Service Analyst

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