Customer Success Advisor (Fintech)

TL;DR

Customer Success Advisor (Fintech): Providing global member support and onboarding for a digital banking platform with an accent on member experience and account monitoring. Focus on managing complex onboarding flows, resolving product queries via chat and Zoom, and ensuring high-quality service delivery.

Location: Remote (Work from anywhere)

Company

A fully distributed digital bank focusing on economic freedom and wealth protection for members globally.

What you will do

• Respond to member queries regarding products and services via live chat and email.
• Monitor member accounts, including debit card transactions, fiat, and bitcoin transfers.
• Manage the end-to-end onboarding process for prospective members, including conducting Zoom calls.
• Take ownership of member issues, follow up on requests, and escalate complex problems.
• Monitor onboarding queues in Kustomer and maintain statistical data dashboards.

Requirements

• 2+ years of experience in customer services, preferably in a remote environment.
• Fluent English proficiency.
• Experience handling queries via live chat and email.
• Dedicated workspace and reliable high-speed internet connection.
• Professional setup (plain background and dress code) for Zoom calls with clients.

Nice to have

• Fluency in Mandarin or Japanese.
• Previous experience in the fintech or banking industry.
• Knowledge of the cryptocurrency environment.
• Experience with CRMs, Jira, Confluence, and Slack.

Culture & Benefits

• 100% remote work from anywhere in the world.
• Flexible PTO plan to ensure work-life balance.
• Yearly budget for individual learning and development goals.
• Collaborative, high-performance environment with a high degree of autonomy.