Customer Success Advisor

Summary

Join Xapo Bank as a Customer Success Advisor and support members globally, working 100% remotely from anywhere in the EU or South Africa. You will respond to member queries, monitor accounts, and onboard new members. This role requires availability from 7 AM to 4 PM CET, including weekend shifts. You'll need solid customer service experience, English proficiency, and ideally experience in fintech/banking. Xapo offers a flexible PTO plan, a yearly budget for learning and development, and a great 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 members’ 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, you’ll get a yearly budget for your individual learning and development goals