Client Services Analyst

Summary

Join Crypto.com's North American Derivatives Exchange (NADEX) as a Client Support Specialist and provide world-class support to our global client base. This entry-level role requires 3-4 years of customer-facing experience and a degree-level education. You will address client queries through various channels, provide first-line technical support, and maintain procedure manuals. The position involves working in shifts (6:30 pm to 3:30 am, Monday-Friday) and requires strong interpersonal, communication, and problem-solving skills. The company offers a vibrant work culture and competitive benefits, including medical insurance, attractive annual leave, flexible work hours, and internal mobility programs.

Requirements

• 3-4 years of working experience in customer facing role
• Attention to detail; meeting regular deadlines; taking ownership of assigned responsibilities
• Proven experience with process improvement and optimization
• Strong team ethos
• A degree-level education
• Fluency in English (verbal and written)
• Proactive attitude in researching and resolving problems/issues
• Ability to interpret complex changes in regulatory guidelines and adapt accordingly
• Ability to manage multiple tasks with conflicting deadlines to a high degree of accuracy

Responsibilities

• Provide client support for the CDNA Chicago office from Monday to Friday between 6:30 pm to 3:30 am, 5 days a week
• Addressing queries from our international client base on all our products (i.e. Binary Options, Knockouts, Spread Options) and multiple trading platforms
• Assist clients with account and trading queries through various channels such as email and live chat while adhering to SLA’s and delivering frictionless support
• Provide first line technical support for IT related issues both for our platform and charts
• Interact with our non-client facing departments to resolve client queries and provide accurate service
• Maintaining procedure manuals and other documentation
• Proactively identify potential risk/fraud and escalate issues to management where appropriate
• Liaising outside of the department with colleagues to build a strong relationship with other departments
• Procedural and technological changes in the team are fast moving, with constant yet practical deadlines to meet and ever-changing regulations and procedures

Preferred Qualifications

• Basic Math skills, particularly mental arithmetic
• Knowledge of Salesforce/CRM experience
• Literacy in Microsoft Office
• Showing initiative in identifying problems and posing solutions with a logical and analytical approach
• Flexible to work in shifts and non standard hours and weekends
• Challenging mindset uses training and experience to identify the need for change/improvement
• Strong organisational and time management skills
• Excellent interpersonal and communication skills at all levels of the organisation – both in writing and orally
• Ability to cope well under pressure and adapt quickly to the ever-changing environment

Benefits

• Competitive salary
• Medical insurance package with extended coverage to dependents
• Attractive annual leave entitlement including: birthday, work anniversary
• Work Flexibility Adoption. Flexi-work hour and hybrid or remote set-up
• Aspire career alternatives through us. Our internal mobility program can offer employees a diverse scope
• Work Perks: crypto.com visa card provided upon joining