Operations Specialist

BitGo is the leading infrastructure provider of digital asset solutions, offering custody, wallets, staking, trading, financing and settlement out of regulated cold storage. Founded in 2013, BitGo is the first digital asset company to focus exclusively on serving institutional clients. BitGo is dedicated to advancing a digital financial services economy that is borderless and accessible 24/7. With multiple Trust companies around the world, BitGo is the preferred security and operational backbone for more than 1,500 institutional clients in 50 countries, including many of the world’s top brands, cryptocurrency exchanges and platforms. BitGo also secures approximately 20% of all on-chain Bitcoin transactions by value and is the largest independent digital asset custodian. For more information, please visit www.bitgo.com.

The Operations Specialist will work on site for BitGo Europe in Frankfurt. This individual will be responsible for performing high volume, complex, confidential operational activities, in accordance with company policies and procedures. Working hours and essential duties and responsibilities are set out below. The duties include, but are not limited to, those listed. 

• Full-time position of 40 hours per week, on site in Frankfurt.
• Monday to Friday, 2:00 pm to 10:00 pm, including a 30-minute break.
• Sundays: initially on a call-on/call-off basis, with shifts announced in advance. We plan to introduce a regular Sunday shift of about 4 hours, mainly between 1:00 pm and 4:00 pm, with some flexibility to adjust to client demand. Sunday shifts are offset with time off in lieu in line with the German Working Time Act, so that weekly working time remains 40 hours on average.

• →Provide operational support for crypto and banking transactions, ensuring secure handling and post-transaction monitoring until on-chain settlement is confirmed.
• →Carry out the withdrawal verification process for regular and unscheduled client requests, and review complex or unusual cases.
• →Prepare and review daily, monthly and quarterly reconciliations of crypto and fiat accounts, covering transactions as well as Assets under Custody (AuC), and produce the related internal reports.
• →Troubleshoot account issues, answer inquiries promptly, and work with Sales, KYC/AML, IT Security and Customer Success to resolve problems.
• →Maintain the hardware and software needed for daily operations, check that backup systems are in place, and support updates such as new token support.
• →Manage client onboarding from the first document request to account opening, ensuring institutional and retail clients are onboarded efficiently and in line with regulatory requirements.
• →Carry out KYC/AML due diligence reviews, including verifying client documentation, ownership structures and source of funds, and applying sanctions and risk checks.
• →Maintain complete, accurate and audit-ready client records across our internal tools.
• →Open, maintain and close client accounts, completing all tasks accurately and on time.
• →Monitor client accounts throughout the customer lifecycle, including periodic KYC reviews and updates to client risk profiles.
• →Work closely with the KYC/AML team and escalate irregularities or open compliance questions.
• →Support the Compliance team with first-level alert screening and the operational execution of approved compliance decisions, such as account restrictions, offboarding steps, returns of funds and Travel Rule follow-ups.
• →Provide day-to-day functional guidance to the part-time operations team, without disciplinary line responsibility: distribute tasks across shifts, coordinate handovers, and act as the first point of contact for questions and escalations.
• →Review the team’s work for accuracy and completeness, and train new part-time colleagues.

• Bachelor’s degree or equivalent, and 2–3 years of experience in operations, banking or financial services, with a genuine interest in digital assets.
• Solid knowledge of KYC/AML, reconciliations or financial operations.
• Experience guiding or coordinating colleagues, for example as a shift lead, mentor or team coordinator. Formal management experience is not required.
• Clear written and spoken communication in German and English, with internal and external stakeholders.
• Accuracy and strong attention to detail, with a commitment to continuously improving daily workflows.
• Well organized and confident with email, spreadsheets and databases to manage and track tasks.
• Strong sense of urgency when serving internal and external clients, with prompt responses and support.
• Analytical, solution-oriented mindset, with active listening skills to help resolve issues.
• Ability to prioritize, multi-task and meet deadlines in a dynamic environment.
• Team player with sound judgment and decision-making skills, comfortable taking ownership of decisions in the evenings and on Sundays.
• Availability for evening and Sunday work, as set out under Working hours.
• Full-time position based on a 40-hour workweek.