Customer Success Advisor

Overview

As a Customer Success Advisor, you will be supporting members globally. English fluency is required, and additional language(s) are a plus. Our business is growing fast, and we want to ensure we can keep providing the best quality service to our members. We’re known for our fast response, positive attitude, and a real desire to find the best working solutions for the people who chose to use Xapo’s products and services. We aim to provide top-notch service, so we will expect you to be quick on your feet, proactive, and an absolute team player.

PLEASE NOTE :

This remote role requires availability from 07 : 00 to 16 : 00 CET, including weekend shifts . To ensure adequate time zone coverage, we are only considering candidates based in the EU or South Africa.

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

Requirements

Other requirements

Xapo Bank is the world’s first Bitcoin-enabled bank to fully integrate traditional finance with crypto.

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