Client Services Associate

Summary

Join Galaxy Digital as a Client Services Associate and provide exceptional support to clients via various channels. Maintain defined Service Level Agreements (SLAs) by ensuring prompt responses to inquiries. Investigate client issues thoroughly and provide accurate solutions. Collaborate with internal teams to resolve complex client issues. Demonstrate empathy and professionalism in all interactions. Actively participate in team discussions to improve processes. Remain adaptable to changing priorities. Stay informed about company products and services. Manage client interactions using CRM and support tools. This role requires a minimum of 5 years of experience in client service, operations, or technical support within the fintech or finance industry. Galaxy offers a competitive base salary, annual bonus, and equity incentives.

Requirements

• Minimum of 5 years prior experience in a client service, operations or technical support role in the fintech or finance industry
• Strong problem-solving skills with the ability to navigate complex issues and provide clear resolutions
• Ability to thrive in a fast-paced, remote work environment
• Strong attention to detail, time management, and organizational skills
• Client-obsessed. A positive attitude and passion for helping people
• Excellent communication and interpersonal skills, with the ability to interact effectively with clients, team members, and senior management
• Experience with client support tools such as Zendesk, JIRA, and Slack is required

Responsibilities

• Provide exceptional client support via email, live chat, and phone support
• Maintain and uphold defined Service Level Agreements (SLAs) by ensuring prompt and efficient responses to inquiries
• Investigate client issues thoroughly and provide clear, timely, and accurate solutions
• Collaborate closely with internal teams to identify and resolve complex client
• Demonstrate empathy, professionalism, and patience in all client interactions, contributing to a high-quality client
• Actively participate in team discussions, brainstorming sessions, and knowledge-sharing initiatives to continuously improve processes and client
• Remain adaptable and flexible to changing priorities, tasks, and company needs
• Stay informed about company products, services, and tools, providing expert advice and guidance to clients
• Work with CRM & Support tools to manage client interactions, track issues, and communicate with the team

Preferred Qualifications

• 7+ years previous experience in the fintech or finance industry
• Prior startup experience
• Familiarity with regulated banking and investment products
• Remote work experience is a plus

Benefits

• Competitive base salary
• Annual bonus
• Equity incentives