Customer Success Specialist

1 week 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

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