Client Services Lead

Summary

Join Galaxy Digital as a Client Services Associate and become a trusted resource for our clients, providing exceptional service and building strong relationships. You will investigate and resolve client issues, collaborate with internal teams, and maintain defined Service Level Agreements (SLAs). This role demands strong problem-solving, communication, and organizational skills, along with a client-obsessed attitude. Prior experience in the fintech or finance industry is highly valued, as are FINRA Series 7 and Series 63 licenses. The ideal candidate thrives in fast-paced environments and is passionate about delivering outstanding client experiences.

Requirements

• Minimum of 7 years prior experience in a client service, operations or technical support role in the fintech or finance industry
• Must hold an active FINRA Series 7 and Series 63 license
• Familiarity with regulated banking and investment products
• 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 CRM and Support tools such as Zendesk, JIRA, and Slack is required

Responsibilities

• Provide exceptional client service 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 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

• 10+ years previous experience in the fintech or finance industry
• Prior startup experience
• Remote work experience is a plus

Benefits

• Competitive base salary
• Annual bonus
• Equity incentives