Customer Success Specialist

Job Description

Job Description

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 :

We are seeking a Client Success Specialist or a dynamic individual from a background whereby they could transfer their already well honed skills. The successful candidate will be a pro at developing long-term relationships with clients, fostering trust and satisfaction as well as having either a deep understanding of the cryptocurrency landscape or be passionate about their expertise and what they do functionally. This role offers a remarkable opportunity to contribute to our company's growth while working in a high performance yet supportive environment that values results and outcomes, but importantly, people first.

Responsibilities :

• Provide prompt, friendly, and professional support via chat, phone, and email channels.
• 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

Benefits