Remote Customer Success Advisor

Summary

Join a fully distributed team at Xapo Bank and work remotely from anywhere in the world. As a Customer Success Advisor, you will provide constant support to customers across different channels, ensuring a seamless experience throughout their journey with us.

Requirements

• Strong communication skills in both verbal and written form, in English and Mandarin
• 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

Responsibilities

• 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
• 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

Benefits

• Flexible PTO plan when you need to recharge
• Yearly budget for your individual learning and development goals