Summary
Join Xapo Bank as a Customer Success Advisor and support members globally, working 100% remotely from North or Central America. You will respond to member queries, monitor accounts, and onboard new members. Proficiency in English is required, with additional languages a plus. The role demands a proactive, team-oriented approach to providing top-notch service. You will need a dedicated workspace, reliable internet, and compliant devices. Xapo offers a flexible PTO plan, a yearly budget for professional development, and a focus on work-life balance.
Requirements
- Solid 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., Portuguese, Spanish, German, or French)
- Ideally, have previous experience working in the fintech/ banking industry
- A dedicated workspace
- A reliable internet connection with the fastest speed possible in your area
- Devices and other essential equipment that meet minimal technical specifications
- Alignment with Our Values and the Xapo Values-Driven Leadership principles
Responsibilities
- Responding to membersβ 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
- 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
Preferred Qualifications
- Experience with CRMs, Jira, Confluence and Slack is nice to have
- Knowledge of the cryptocurrency environment is a big plus
Benefits
- 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, youβll get a yearly budget for your individual learning and development goals