Client Services Analyst

About us Aquanow is a trading and technology company powering the next generation of financial services. We’re at the forefront of the rapidly evolving digital asset space, empowering businesses to navigate the complexities of cryptocurrencies and blockchain technologies. As a leading provider of infrastructure solutions, we offer innovative services in cryptocurrency trading, liquidity management, and secure digital asset storage. Our platform is built to deliver seamless, scalable, and reliable solutions that cater to the needs of institutional clients and businesses seeking to unlock the potential of digital finance. Aquanow is committed to driving growth and shaping the future of the digital economy by offering unparalleled opportunities for innovation and advancement in the world of digital assets. With rapid global expansion, we have established offices in Vancouver, Toronto, Dubai, Malaysia, Turkey, and beyond. Our international customer base includes some of the world’s fastest-growing fintech companies and leading financial institutions. Your Contribution to Our Growth We are looking for a motivated Client Services Analyst to join our Vancouver office and work within our Client Services Desk. This team is the front line support for our institutional clients, ensuring timely and accurate service for our traded products. This role is more complex than a typical support position, combining client-facing responsibilities with analytical, reporting, and operational work. You will gain an in-depth understanding of how a financial services firm operates, support critical business functions, and help identify opportunities to streamline processes. This includes responding to client inquiries, assisting with product, payment, and transaction-related questions, managing settlements, and preparing reports. The role is well-suited for someone with strong communication skills, exceptional attention to detail, and a genuine interest in learning how a fast-paced fintech business operates. This is a full-time, permanent opportunity, hybrid out of our Downtown, Vancouver office. This role participates in a rotational statutory holiday coverage program to support client services. Coverage is coordinated in advance, with voluntary sign-ups first. Team members who work a statutory holiday receive a day off in lieu. What You’ll Do - Serve as the first point of contact for institutional client inquiries via chat and email. - Respond to client queries in a timely manner with professionalism and in accordance with company guidelines. - Guide clients on troubleshooting, provide product information, and resolve common platform and setup issues. - Manage and record client requests through our internal ticketing tool, ensuring tasks are routed or escalated as needed. - Take ownership of client-related tasks from initial request to completion. - Support settlement processes by handling client payments (on-chain and banking systems) accurately and on time. - Prepare internal and client-facing reports. - Ensure documentation is accurate and up to date. - Collaborate with counterparts in other time zones to ensure seamless 24/7 desk coverage. - Participate in ad-hoc projects and tasks as required. We’d Love to See - Bachelor’s degree in Business, Finance, Economics, Accounting or a related field is preferred. - Excellent written and verbal communication skills with a client-first mindset - 1-3+ years of experience working in a similar field, such as finance, asset management, or banking - Strong attention to detail and comfort working with numbers. - Analytical skills and the ability to think through problems logically. - Proficiency in Microsoft Office (especially Excel); VBA or other basic programming skills are an asset. - Ability to prioritize and manage multiple tasks in a fast-paced, sometimes unstructured environment. - Positive attitude, eagerness to learn, and ability to work both independently and as part of a team. - Interest in the financial, fintech, digital asset domain. At our offices you will find a group of people that embrace diversity and value performance over pedigree. Every day we draw value from the diverse experiences of our team whose backgrounds include top financial institutions, tech companies and untraditional backgrounds. Our success comes from identifying exceptional people and providing them with the platform to reach their true potential. Aquanow is an Equal Opportunity Employer. We are committed to providing equal employment opportunity to all qualified persons without regard to race, color, creed, religion, sex, age, national origin, citizenship status, disability, qualified veteran status, marital status, sexual orientation, gender identity or any other unlawful criterion or circumstance.