Client success expert
we are seeking a highly skilled client success expert to join our team. As a client success expert, you will work closely with institutional clients and partners to provide white glove service in discovering their business needs and ensuring they are optimizing our suite of products.
the ideal candidate will have strong communication skills, be fluent in both english and portuguese, and have a strong desire to learn and understand how things work.
you will be responsible for guiding new customers through the onboarding process, developing and maintaining strong relationships with clients, and providing timely and effective support to address customer inquiries and issues.
gathering and relaying customer feedback to internal teams is also a key part of this role, as well as identifying areas for improvement and implementing changes to enhance the overall customer experience.
key responsibilities:
* client onboarding: guide new customers through the onboarding process to ensure a smooth transition and understanding of our products/services.
* relationship management: develop and maintain strong, long-lasting relationships with clients, acting as their primary point of contact.
* l1 support: provide timely and effective support to address customer inquiries, issues, and requests, escalating as needed to ensure prompt resolution.
* customer feedback: gather and relay customer feedback to internal teams to inform product development, marketing strategies, and overall customer experience enhancements.
requirements:
* fluent in both english and portuguese, with spanish being a plus.
* motivation to be a champion of customers and represent their voice with empathy.
* entrepreneurial approach to owning responsibilities with strong accountability to delivering outcomes.
* strong written and verbal communication skills.
* experience in the cryptocurrency trading, custody space preferred.
what we offer:
a dynamic and supportive work environment that fosters innovation and collaboration.
ongoing training and professional development opportunities to help you grow in your career.
a competitive compensation package that rewards your hard work and dedication.
the chance to make a real impact and contribute to the success of our clients.