Client Success Specialist - Cryptocurrency Brokerage (AUS)

Caleb And Brown • Contract • Melbourne, Victoria, Australia • 6d ago

Are you passionate about delivering exceptional client experiences and excited to work in the dynamic cryptocurrency industry? Caleb & Brown, a leading global crypto brokerage, is 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.

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

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.

Preferred Skills/Qualifications