Customer Success Advisor

Responsibilities

• Respond to member queries regarding products and services via live chat and email
• Monitor member accounts, including debit card transactions and fiat/bitcoin transfers
• Assist prospective members through the onboarding process, including conducting Zoom calls
• Take ownership of member issues, following up on requests and escalating when necessary
• Monitor onboarding queues in Kustomer to proactively reach out to stuck applicants
• Maintain dashboards to provide statistical data for the team

Requirements

• 2+ years of customer service experience, ideally in a remote environment
• Proficiency in English (additional languages like Mandarin or Japanese are a plus)
• Experience handling queries via live chat and email
• Ability to maintain a professional appearance and plain background for Zoom calls
• Access to a dedicated workspace and reliable, high-speed internet
• Possession of devices that meet minimal technical specifications

Preferred Qualifications

• Previous experience in the fintech or banking industry
• Knowledge of the cryptocurrency environment
• Experience using CRM tools, Jira, Confluence, or Slack

Benefits

• 100% remote work environment with a global team
• Flexible PTO plan to help you recharge
• Yearly budget for individual learning and development goals
• Opportunity to work with cutting-edge technology in a high-performance team

About the Company

Xapo Bank is a fully distributed team of over 150 people working from 30+ countries. We aim to create a world that enjoys economic freedom and wealth protection, regardless of where you live. We are committed to changing the way banking works through innovation and excellence.