Customer Success Advisor

You will support members worldwide by responding to queries about products and services, monitoring member accounts (including card transactions and fiat and bitcoin transfers), and taking ownership of issues until resolution. You will onboard prospective members, conduct Zoom calls to guide them through the process, follow up on outstanding requests and escalate when necessary. You will monitor onboarding queues in Kustomer, maintain dashboards with statistical data, and use CRMs and collaboration tools to manage daily work. Excellent English communication and a proactive, professional approach on client calls are required.

Responsibilities

Respond to member queries regarding products and services
Monitor member accounts including debit card transactions and fiat and bitcoin transfers
Address members in a professional and friendly manner
Own member issues, follow up on outstanding requests, and escalate when necessary
Onboard prospective members from application to fully onboarded
Conduct Zoom calls to assist prospective members with onboarding
Educate members about products and services
Monitor onboarding queues in Kustomer and reach out to stalled prospects
Maintain dashboards to provide statistical data

Requirements

2+ years of customer service experience, ideally in a remote environment handling live chat and email
Proficient level of English
Additional language(s) (for example Mandarin or Japanese) preferred
Ideally previous experience in fintech or banking
Experience with CRMs, Jira, Confluence and Slack is a plus
Knowledge of the cryptocurrency environment is a plus
Dedicated workspace and reliable internet connection
Plain background and smart professional dress on Zoom calls
Devices and equipment meeting minimal technical specifications
Alignment with company values

Benefits

100% remote work (work from anywhere)
Flexible PTO
Flexible schedule—set your own work schedule
Yearly budget for individual learning and development
Great work-life balance