• Responding to members’ queries regarding our products and services.

• Monitoring of member accounts, including debit card transactions, fiat and bitcoin transfers, etc.

• Addressing members in a professional, respectful and friendly manner.

• Taking ownership of members’ issues, following up on outstanding requests, and escalating issues when necessary.

• Onboarding of prospective members – assisting them from applying for membership until they are fully onboarded

• Conducting Zoom calls to assist prospective members with the onboarding process

• Educating prospective members queries regarding our products and services, and conducting Zoom calls when necessary.

• Monitoring of queues in Kustomer to check for prospective members stuck in onboarding process and reaching out to them if necessary

• Maintaining of dashboard to provide statistical data

• 2+ years of previous experience in customer services, ideally in a remote environment, handling queries via live chat, and email.

• Proficient level of English and, ideally, another additional language (i.e., Mandarin or Japanese).

• Ideally, have previous experience working in the fintech/ banking industry.

• Experience with CRMs, Jira, Confluence and Slack is nice to have.

• Knowledge of the cryptocurrency environment is a big plus.

• A dedicated workspace.

• A reliable internet connection with the fastest speed possible in your area.

• A plain background when on Zoom calls with clients.

• Smart professional dress code during Zoom calls with clients.

• Devices and other essential equipment that meet minimal technical specifications.

• Alignment with Our Values and the Xapo Values-Driven Leadership principles.

Are you interested in this position? Apply by clicking on the “Apply Now” button below!

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