Global Client Experience Specialist

2 weeks ago

Melbourne, Victoria, Australia beBeeCustomerCentric Full time $90,000 - $120,000

At the heart of Zerocap, you'll find a world of opportunity for customer-centric professionals.

We're shaping the future of digital asset trading, and we need your expertise to deliver exceptional client experiences.

The Role

As a key member of our Client Experience Team, you'll play a pivotal role in driving our business forward. This is a hands-on position: you'll respond directly to client queries, establish processes, and build systems that enable us to scale globally.

Your work will have real impact: you'll be the face of our brand during critical client moments, while also driving behind-the-scenes improvements that make our business run smoothly.

What You'll Do
  • Be the first point of contact for client queries across multiple channels.
  • Design and implement effective triage systems to ensure issues are routed quickly and accurately.
  • Resolve issues directly or escalate with clear context so the right team can act swiftly.
  • Develop SOPs, templates, and knowledge articles that provide clients with clear answers.
  • Train and enable colleagues to ensure consistent support across the globe.
  • Share insights and feedback to improve processes and elevate the client experience.
  • Work closely with Sales, Ops, Trading, and Compliance teams to deliver seamless client experiences.
What We Need From You
  • 2-3 years of experience in customer services, enablement, or support within crypto or trading/markets.
  • Excellent verbal and written communication skills, adaptable to different client styles.
  • High sense of urgency and ownership.
  • A natural problem-solver who thrives on turning challenges into positive outcomes.
  • Resilient under pressure, able to manage multiple client priorities simultaneously.
  • Strong coordination skills, able to ensure smooth delivery from other teams.
  • A builder's mindset, hands-on with delivery today and always thinking about how to improve tomorrow.
  • Experience setting up or improving client processes to make support scalable.
  • Opportunity to shape a new function at the heart of our client experience.
  • Direct exposure to industry experts and career development opportunities within a high-growth company.

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