Senior Client Advisor

Summary

Join Casa, a leading bitcoin security company, as a Senior Client Advisor. You will work remotely, providing exceptional customer service to premium clients. Responsibilities include onboarding clients, educating them on bitcoin and security best practices, and resolving their issues. You will build strong relationships, collaborate with internal teams, and contribute to process improvements. This role requires extensive experience in client-facing roles within financial services or technology, deep bitcoin knowledge, and excellent communication skills. Casa offers competitive compensation, remote work flexibility, comprehensive health benefits, and various other perks.

Requirements

• 4+ years client facing experience in financial services, technology, consulting, or other high-growth/fast-paced environments
• Deep knowledge of bitcoin technology and personal passion for learning about the space
• Exceptional written and verbal interpersonal skills, including building rapport, problem-solving in real-time, and the ability to explain complex/technical concepts simply
• Professional yet warm demeanor
• Experience working in a proactive client service environment, where you surprised and delighted clients by anticipating their needs rather than reacting to them
• Desire to learn new technical concepts and experiment with new technologies
• Strong organizational and multitasking skills, with the capability to manage a full day of client calls and associated aftercall work while simultaneously responding to support tickets
• Ability to stay calm and collected in high-pressure situations as you help clients navigate managing their digital assets
• Initiative to solve issues with a long-term solution in mind
• Ability to take ownership of complex client issues, working with internal teams to see them through to completion
• Ability to follow outlined procedures and provide feedback to optimize them
• Strong ability to make logical judgment calls and maintain high confidentiality
• Experience with Google Suite and CRM systems similar to Hubspot or Salesforce
• Willingness to work a shifted schedule to accommodate for coverage needs (may include early starts, depending on candidate’s geographical location)

Responsibilities

• Onboard members in live, video-based, one-on-one sessions
• Build long-term relationships with members
• Educate our customers on security, starting with effective and sustainable key management practices
• Help new customers understand bitcoin, ethereum, self-custody, multisig, and private key management; learn about customers’ unique needs and concerns, and guide them through the Casa experience and to the right products
• Deliver exceptional customer service - be polite, prompt, and proactive when resolving client issues and inquiries
• Develop a deep understanding of our clients, and bring that knowledge to collaborations with product, marketing, and operations teams
• Be on call for monthly scheduled one-week 24/7 emergency call rotations and weekend shifts

Preferred Qualifications

• Previous experience with bitcoin wallets of all types. Ideally in-depth knowledge of how wallets work
• Experience with Hubspot
• Experience with QA and bug reporting, Jira, Github

Benefits

• Equity opportunities
• Flexible time off
• Medical coverage with FSA options, dental, vision, and access to mental health providers
• Reimbursement of up to $400 for home office setup
• Opportunity to invest a portion of paycheck in bitcoin
• 401(k) option
• 12 weeks maternity leave / 4 weeks paternity leave