Client Services Representative

3 weeks ago

Melbourne, Victoria, Australia Zerocap Pty Full time

Zerocap is a global digital asset trading firm, trusted by institutional clients in 50+ countries. We help clients access crypto markets through secure trading and liquidity solutions. Our goal is simple: to make finance borderless and friction-free.

As we expand across the Asia-Pacific region, we're building a dedicated client enablement and support function, the team that makes every client experience seamless from day one.

The role

As Customer Support Lead, you'll play a central role in shaping the client experience. This is a hands-on role: you'll respond directly to client queries, stand up triage and support processes, and build the SOPs and systems that allow us to scale globally. You'll also train others, ensuring every client receives the same high standard of service, no matter who they deal with.

Your work will matter: you'll be the person who brings calm, clarity, and confidence during critical client moments, while also driving the behind-the-scenes improvements that make our business run like clockwork.

What you'll do
  • Be the first line of response for client queries across chat, email, and phone
  • Design and implement triage systems so issues are routed quickly and accurately
  • Resolve issues directly, or escalate with clear context so the right team can act fast
  • Build SOPs, templates, and knowledge articles that give clients clear answers, fast
  • Train and enable colleagues so support feels consistent across the globe
  • Share insights and feedback to improve processes and elevate the client experience
  • Work closely with Sales, Ops, Trading, and Compliance — connecting the dots for clients
What you'll bring
  • 2–3 years in customer services, enablement, or support within crypto OR trading/markets
  • Excellent verbal and written communication, clear, concise, and adaptable to different client styles
  • High urgency and ownership
  • A natural problem-solver who thrives on turning challenges into positive outcomes
  • Resilient under pressure, able to manage multiple client priorities at once
  • Strong coordination skills — you don't need to be the compliance or trading expert, but you make sure they deliver their part
  • A builder's mindset, hands-on with delivery today, always thinking about how to make it better tomorrow
  • Experience setting up or improving client processes to make support scalable
  • Shape a new function at the heart of Zerocap's client experience
  • Learning from industry experts with direct exposure to trading, Sales, Ops, and Compliance
  • We'll invest in you, career development and learning budgets to help you grow in a high-growth company.
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Customer Service
Industries
  • Financial Services, Capital Markets, and Investment Management

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