Web3 Customer Support Jobs in Melbourne, Australia

Our Product Management team drives product initiatives from inception through execution, makes impacts and launches products/features across our global footprint. We collaborate closely with engineers, designers, analysts, marketers, and other cross-functional team members to ship remarkable features and products.

Role Overview

We are looking for a Senior Product Manager to own customer onboarding across the Crypto.com App and adjacent product surfaces. Onboarding is where regulatory requirements, customer acquisition, and time-to-first-value meet. Every improvement you ship should help more customers open an account compliantly, activate faster, and reach the products that matter.

Your mandate is to own the onboarding journey as both a growth product and a regulated platform: KYC and account opening, activation and referral mechanics, new-product onboarding, and a meaningful trading scope. Within six months, you will own the onboarding-and-growth charter and take on trading product work in addition to the onboarding charter. 

You will report to Onboarding squad Lead and work closely on the trading portion of the charter. You will run your roadmap with independence, make prioritization calls, and own the how and the when. 

If you have built onboarding in a regulated consumer fintech, parts of this will feel familiar. The difference is the breadth: one onboarding platform must support a growing set of products, regulatory paths, and trading journeys. The playbook is still being written.

What You'll Actually Do:

• Own compliant customer onboarding end-to-end. You set the roadmap for account opening, identity verification, KYC requirements, and platform capabilities. You make the tradeoffs between conversion, speed, risk, and regulatory obligations.

• Turn onboarding into a growth engine. You own activation, referral, new-user incentives, and time-to-first-value. You partner with Marketing on acquisition mechanics and remain accountable for what happens after the click.

• Instrument and improve the funnel. You identify where customers drop, size the opportunity, ship interventions, and measure whether completion and activation move. You do not wait for someone else to hand you the analysis.

• Extend the platform across products. You take onboarding capabilities built for the Main App and adapt them for other platforms and future product surfaces without creating fragmented journeys or one-off systems.

• Own a meaningful trading slice. You pick up trading-product work alongside Trading team and connect onboarding to first trade and continued participation. You do not need to be the specialist, but you must be able to hold the trading product conversation.

• Lead across functions without hiding behind escalation. You align Engineering, Design, Compliance, Marketing, and Trading around priorities, dependencies, and launch decisions. When regulation or delivery constraints change, you re-plan and keep the outcome intact.

Requirements:

• You have owned consumer onboarding and growth together. You can point to an activation, referral, acquisition, or time-to-value problem you owned, the intervention you shipped, and the number that moved.

• You have shipped account opening or KYC in a regulated product. You can describe how identity, country rules, or a regulatory change affected the funnel-and what you changed without treating compliance as a black box.

• You have extended a shared onboarding capability across products or markets. You can explain how you reused the platform while adapting the journey to a new product, brand, or regulatory context.

• You have enough trading-product depth to take ownership. You have owned or worked deeply on a trading, brokerage, investing, or first-trade journey and can discuss the customer, mechanics, and tradeoffs without coaching.

• You operate as a senior individual contributor. You can run two connected charters, make prioritization calls, and ship through ambiguity without needing a manager to structure every decision. We care what you have built and owned-not pedigree or a fixed number of years.

Preferred:

• Crypto trading: You have worked on a consumer crypto product and can ramp quickly into Crypto.com’s trading journeys.

• Multi-asset products: Experience with stocks, tokenized assets, options, or brokerage products accelerates the company’s multi-asset direction.

• Prediction markets or sports products: Familiarity with prediction behavior or sports culture helps with adjacent product work.

• Multi-market consumer products: You have adapted onboarding or trading journeys across different regulatory and customer contexts.

Why This Role:

• The front door to growth. Onboarding determines whether acquisition becomes an activated customer. Your work shows up in the funnel.

• Unusually broad leverage. You will shape KYC infrastructure, growth mechanics, new-product launches, and trading activation - not maintain one narrow surface.

• Real ownership. You own the roadmap and the tradeoffs. You work directly with the product leaders and teams that matter.

• A frontier product environment. Crypto, trading, and regulation keep moving. You will not inherit a finished playbook; you will write parts of it.

Life @ Crypto.com Empowered to think big. Try new opportunities while working with a talented, ambitious and supportive team.Transformational and proactive working environment. Elevate employees to find thoughtful and innovative solutions.Growth from within. We help to develop new skill-sets that would impact the shaping of your personal and professional growth.Work Culture. Our colleagues are some of the best in the industry; we are all here to help and support one another.One cohesive team. Engage stakeholders to achieve our ultimate goal - Cryptocurrency in every wallet.   Are you ready to kickstart your future with us? Benefits Competitive salary Medical insurance package with extended coverage to dependents Attractive annual leave entitlement including: birthday, work anniversaryWork Flexibility Adoption. Flexi-work hour and hybrid or remote set-upAspire career alternatives through us. Our internal mobility program can offer employees a diverse scope.  Work Perks: crypto.com visa card provided upon joining  Our Crypto.com benefits packages vary depending on region requirements, you can learn more from our talent acquisition team. About Crypto.com: Founded in 2016, Crypto.com serves more than 80 million customers and is the world's fastest growing global cryptocurrency platform. Our vision is simple: Cryptocurrency in Every Wallet™. Built on a foundation of security, privacy, and compliance, Crypto.com is committed to accelerating the adoption of cryptocurrency through innovation and empowering the next generation of builders, creators, and entrepreneurs to develop a fairer and more equitable digital ecosystem. Learn more at https://crypto.com.  Crypto.com is an equal opportunities employer and we are committed to creating an environment where opportunities are presented to everyone in a fair and transparent way. Crypto.com values diversity and inclusion, seeking candidates with a variety of backgrounds, perspectives, and skills that complement and strengthen our team. Personal data provided by applicants will be used for recruitment purposes only. Please note that only shortlisted candidates will be contacted.We may use artificial intelligence tools to analyze the content of your Resume/CV against the specific requirements for the position. The purpose is to support our recruitment team in reviewing applications more effectively. These tools assist our recruitment team in their evaluation of your application by providing recommendations, but they do not replace human judgment. Final hiring decisions are ultimately made by humans who consider the insights generated by the tools along with other relevant information. If you would like more details about how your personal information is processed, please contact us.