Senior Client Experience Manager
Transcard
Customer Success Specialist
Caleb & Brown
full-time
Posted on:
Origin: • 🇺🇸 United States • Florida
Visit company websiteJob Level
Mid-LevelSenior
About the role
- <p><strong>Who we are:</strong></p><p>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 <strong>Client Success Specialist.</strong> In this role, you'll support our global client base by ensuring seamless transactions, solving problems, and building lasting relationships.</p><p><strong>What we'd love to see:</strong></p><p>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.</p><p><strong>Responsibilities:</strong></p><ul> <li>Provide prompt, friendly, and professional support via chat, phone, and email channels.</li> <li>Assist clients with inquiries, troubleshooting, and understanding our trading platform and operational processes.</li> <li>Collaborate with Senior Brokers, Associates, and internal teams to execute trades, deposits, and withdrawals.</li> <li>Monitor and facilitate client transactions to ensure a seamless experience.</li> <li>Handle and resolve unique or complex client cases in collaboration with cross-functional teams.</li> <li>Document and track customer interactions using tools like Zoom Phone, Intercom, Slack, Asana, and Salesforce.</li> <li>Triage internal support tickets and contribute to debugging product-related issues.</li> <li>Contribute to improving client support processes and delivering a 5-star service across all touchpoints.</li> <li>Build long-term relationships with clients, fostering trust and satisfaction.</li> </ul>
Requirements
- <p></p><ul> <li>Excellent communication skills in written and verbal English.</li> <li>Strong problem-solving and analytical skills with attention to detail.</li> <li>Ability to multitask and thrive in a fast-paced environment.</li> <li>Empathy, patience, and a client-focused mindset.</li> <li>Proficiency with customer support tools such as Zoom Phone, Intercom, Slack, Asana, and Salesforce is preferred (training provided).</li> <li>Modest understanding of cryptocurrency markets and infrastructure is preferred but not mandatory.</li> </ul>
