Customer Success Specialist

At Swyftx, we're on a mission to build a more open and accessible financial system, one that empowers the next generation of wealth builders, savers, borrowers, and businesses. With over 1.2 million business and retail clients, we've grown into one of APAC's leading digital asset platforms, and now we're taking things further by bridging the worlds of crypto and traditional finance. If you're excited by big challenges, real impact, and a team that does things differently you'll fit right in.

Are you a customer-obsessed professional with a passion for helping people succeed? Swyftx is on the hunt for a dedicated Customer Success Specialist to join our team. In this role, you'll be a champion for our customers, providing exceptional support, education, and guidance to ensure they have an outstanding experience.

You won't just be solving problems you'll be building relationships, inspiring your teammates, and driving success for both our customers and our company.

What You'll Do

• Build Relationships: Act as a key contact for customers across all our channels—phone, email, and live chat—to build trust and rapport. You'll be a proactive, customer-obsessed problem-solver.
• Guide and Educate: Help customers navigate the platform, from onboarding and making their first trade to troubleshooting issues. You'll use your expertise to highlight features, address concerns, and provide educational resources.
• Drive Success: Work toward individual and team targets and KPIs, consistently documenting customer interactions and feedback in our CRM system. You'll use tools like HubSpot and Power BI to analyze your performance and find new ways to improve.
• Be a Team Player: Serve as a role model for the Swyftx sales process and call principles. You'll assist your leaders with training and developing new team members and help with creating new campaigns, scripting, and training materials.
• Embrace a Growth Mindset: Stay up-to-date on the latest in the crypto industry and macro environment. You'll proactively identify opportunities to improve our department and collaborate with other teams to implement new processes.

What We're Looking For

• Experience: Previous experience with inbound or outbound calls, as well as working toward targets or KPIs, is preferred. Experience in the finance or cryptocurrency industry is a plus.
• Strong Communicator: You have highly developed verbal and written communication skills and can clearly explain complex ideas to both technical and non-technical audiences.
• Problem-Solver: You are able to multi-task and prioritize your workload in a fast-paced environment. You can troubleshoot and solve unique customer issues while documenting lessons learned for the wider team.
• Attitude: You have a positive, can-do attitude and are committed to consistently improving your skills and knowledge.

Some of our perks and benefits include:

• Fully stocked kitchen, breakfast and lunch foods, unlimited fresh fruit and snacks.
• An inhouse barista and weekly catered lunches on a Wednesday.
• Unlimited fee-free trading.
• Career growth, training, mentorship, and development opportunities.
• Social activities, game breaks and end of month awards.

At Swyftx, we're not just building a diverse and dynamic environment; we're celebrating it. We value and embrace the unique experiences, qualities, and characteristics that each member of our team brings, and we're committed to cultivating an inclusive workspace where everyone feels valued, respected, and empowered to do their best work.

If you are driven by excellence, a deep commitment to integrity, and an unwavering drive to make an impact then click 'apply now'.

We have an internal Talent Acquisition function, and therefore are not accepting approaches from recruitment agencies.