Customer Success Advisor

Summary

Join Xapo Bank's fully distributed, remote team as a Customer Success Advisor! Work from anywhere globally and provide world-class support to customers across various channels (live chat, phone, email, video call). You will build strong customer relationships, maximize conversions, and achieve key performance indicators (KPIs). This role requires strong communication skills in English and Spanish or Portuguese, experience in crypto or traditional banking, and a passion for excellent customer service. Xapo offers a flexible PTO plan, a yearly budget for professional development, and a great work-life balance.

Requirements

• Strong communication skills in both verbal and written form, in English and Spanish or Portuguese
• Based within the LATAM time zones
• Bachelor’s degree or equivalent
• Strong customer facing experience in either crypto or traditional banking
• Ability to translate complex/technical issues into easy to understand language for clients
• Strong attention to detail and analytical skills
• Empathy and a passion for delivering excellent service to customers
• Driven, self-motivated, collaborative and highly flexible team player approach
• Self-learner, and an avid problem-solver
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• 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

Responsibilities

• Service will extend across all channels including our in-app live chat, phone, email, and video call
• Develop and maintain thorough knowledge of the company and all its products
• Efficient at following and creating procedures
• Proactively approach clients, using outside-the-box thinking to develop new and unique sales tactics
• Work with Account Managers to design industry-specific outreach efforts
• Conduct month-end and year-end close processes
• Provide our customers with a world-class experience
• This position will cover Asian markets as we provide 24/7 coverage to our clients
• Represent the company to our customer effectively by developing comprehensive knowledge of its offerings
• Maximise conversions and customer base growth through building strong relationships with customer and an awareness of their needs
• Achieve daily, weekly and monthly KPIs
• Conduct incisive and insightful research of markets and competitors
• Ensure customers' pain points are addressed to the right team and solved asap
• Take all measures, go above and beyond, to ensure customers needs are met whether this is through the onboarding process or when they have become a member
• Accumulate feedback from the clients and share product improvement ideas

Preferred Qualifications

Technical experience supporting customer support systems or specialized applications like Kustomer is a plus

Benefits

• Shape the Future: Improve lives through cutting-edge technology, work 100% remotely from anywhere in the world
• Great work-life balance: Build amazing things with a balance of autonomy and collaborative teamwork. Set your own work schedule and make use of a flexible PTO plan when you need to recharge
• Expect Excellence: Collaborate, learn, and grow with a high-performance team. Learn how you learn best - from books to conferences, you’ll get a yearly budget for your individual learning and development goals