Position overview

As a Customer Success Advisor, you will be supporting members globally. English fluency is, therefore, required, and additional language(s) is(are) a plus. Our business is growing fast, and we want to make sure we can keep providing the best quality service to our members. We’re known for our fast response, positive attitude, and a real desire to find the best working solutions for the people who chose to use Xapo’s products and services. We aim to provide top-notch service, so we will be expecting you to be quick on your feet, proactive, and an absolute team player.  

Responsibilities - Member-facing:

• Responding to members’ queries regarding our products and services.
• Monitoring of member accounts, including debit card transactions, fiat and bitcoin transfers, etc.  
• Addressing members in a professional, respectful and friendly manner.  
• Taking ownership of members' issues, following up on outstanding requests, and escalating issues when necessary.  
• Onboarding of prospective members - assisting them from applying for membership until they are fully onboarded  
• Conducting Zoom calls to assist prospective members with the onboarding process  
• Educating prospective members queries regarding our products and services, and conducting Zoom calls when necessary.    

Responsibilities - Backend  

• Monitoring of queues in Kustomer to check for prospective members stuck in onboarding process and reaching out to them if necessary  
• Maintaining of dashboard to provide statistical data   
  

Skills needed

• 2+ years of previous experience in customer services, ideally in a remote environment, handling queries via live chat, and email.  
• Proficient level of English and, ideally, another additional language (i.e., Mandarin or Japanese).  
• Ideally, have previous experience working in the fintech/ banking industry.  
• Experience with CRMs, Jira, Confluence and Slack is nice to have.  
• Knowledge of the cryptocurrency environment is a big plus. 

Other requirements

• A dedicated workspace.
• A reliable internet connection with the fastest speed possible in your area.
• A plain background when on Zoom calls with clients.
• Smart professional dress code during Zoom calls with clients.
• Devices and other essential equipment that meet minimal technical specifications.
• Alignment with Our Values and the Xapo Values-Driven Leadership principles.