adminXapo Bank
Remote
Work from Anywhere
Full-time
Work from anywhere, impact everywhere
Diversity is at the core of Xapo Bank. We are a fully distributed team of over 140 Xapiens working remotely from 40+ countries worldwide.
Our Mission: To create a world where economic freedom and wealth protection are accessible, no matter where you live. This vision, led by our Founder and Chairman, Wences Casares, drives us to redefine banking globally.
At Xapo, we search globally for the best talent. We work hard, think big, and inspire one another to grow and learn. Risk management is central to all our activities, helping us deliver value to customers and shareholders while making Xapo an excellent place to work.
Although headquartered in Gibraltar, this is a full-time, 100% remote role. Work from anywhere!
Position Overview
The Customer Success team collaborates with Product, Tech, and Compliance teams to understand and address customer challenges, ensuring prompt and accurate responses. Our mission is to optimize conversion rates and grow our customer base.
As a Customer Success Advisor, reporting to the Customer Success Team Lead, you will provide consistent support across multiple channels, ensuring customers have a seamless onboarding experience and a “customer for life” journey. With our global reach, the goal is to deliver world-class service.
Role Objectives:
- Represent Xapo to customers by mastering knowledge of all offerings.
- Maximize conversions and grow the customer base by building strong relationships and understanding customer needs.
- Meet daily, weekly, and monthly KPIs.
- Conduct market and competitor research to drive customer engagement.
- Ensure customer pain points are swiftly addressed and resolved.
- Go above and beyond to meet customer needs during onboarding and throughout their journey.
- Collect and share feedback for product improvement.
KPIs/Targets
You will have daily/weekly/monthly targets aligned with Xapo’s overall customer conversion strategy.
Responsibilities:
- Provide support across channels like in-app chat, phone, email, and video calls.
- Maintain comprehensive knowledge of Xapo’s products and services.
- Develop and follow efficient procedures.
- Approach clients proactively with innovative sales tactics.
- Collaborate with Account Managers on industry-specific outreach.
- Manage month-end and year-end close processes.
- Deliver a world-class customer experience.
- Focus on the Asian markets while supporting clients 24/7.
Skills Needed:
- Strong verbal and written communication in English and Mandarin.
- Bachelor’s degree or equivalent.
- Experience in customer-facing roles in crypto or traditional banking.
- Ability to simplify complex/technical issues for clients.
- Excellent attention to detail and analytical skills.
- Passion for customer service, empathy, and problem-solving.
- Self-driven, motivated, and a team player.
- Ability to work effectively in high-pressure environments.
- Technical experience with customer support systems like Kustomer is a plus.
Other Requirements:
- Dedicated workspace.
- Reliable, fast internet connection.
- Plain background for Zoom calls.
- Professional dress code for Zoom meetings.
- Devices that meet technical specifications.
- Alignment with Xapo’s values and leadership principles.
Why Work for Xapo?
IMPACT GLOBALLY, WORK REMOTELY.
- Shape the Future: Improve lives through cutting-edge technology while working remotely from anywhere.
- Great Work-Life Balance: Enjoy autonomy, collaborative teamwork, and a flexible PTO plan.
- Expect Excellence: Collaborate with a high-performance team, with a yearly budget for your learning and development goals.
At Xapo, we uphold principles of fair treatment, transparency, and ethical conduct, ensuring all Xapiens are accountable in their interactions with customers and stakeholders.
admin