Customer Success Specialist

3 days ago


Cremorne, Australia Caleb and Brown Pty Ltd Full time

**Who we are**:
Caleb and Brown, headquartered in Melbourne Australia, has grown in the last nine years to become one of the leading cryptocurrency brokerage firms globally. By fostering a culture of crypto experience married with professional services, we are building the bridge to the traditional financial world. We are seeking a motivated and client-focused individual to join our team as a **Client Success Specialist.** In this role, you'll support our global client base by ensuring seamless transactions, solving problems, and building lasting relationships.

**What we'd love to see**:
**Responsibilities**:

- Assist clients with inquiries, troubleshooting, and understanding our trading platform and operational processes.
- Collaborate with Senior Brokers, Associates, and internal teams to execute trades, deposits, and withdrawals.
- Monitor and facilitate client transactions to ensure a seamless experience.
- Handle and resolve unique or complex client cases in collaboration with cross-functional teams.
- Document and track customer interactions using tools like Zoom Phone, Intercom, Slack, Asana, and Salesforce.
- Triage internal support tickets and contribute to debugging product-related issues.
- Contribute to improving client support processes and delivering a 5-star service across all touchpoints.
- Build long-term relationships with clients, fostering trust and satisfaction.

**Requirements**:

- Excellent communication skills in written and verbal English.
- Strong problem-solving and analytical skills with attention to detail.
- Ability to multitask and thrive in a fast-paced environment.
- Empathy, patience, and a client-focused mindset.
- Proficiency with customer support tools such as Zoom Phone, Intercom, Slack, Asana, and Salesforce is preferred (training provided).
- Modest understanding of cryptocurrency markets and infrastructure is preferred but not mandatory.

**Benefits**
- Learn from a team of experienced cryptocurrency experts
- Ongoing training and industry development opportunities from a supportive leadership team
- Competitive salary package, including performance-based incentives and potential for significant growth.
- Access to cutting-edge technology and market insights.
- Collaborative and supportive team culture with a passion for digital assets.
- 0% trading fees with Caleb and Brown
- Applicants must have full Australian working rights and be residing in Melbourne, Australia to be considered for this role. We value diversity and inclusivity and ensure an equal process for all throughout our recruitment processes._



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