Customer Success Specialist

Who we are:

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 Client Success Specialist. In this role, you'll support our global client base by ensuring seamless transactions, solving problems, and building lasting relationships.

What we'd love to see:

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.

Responsibilities:

• Provide prompt, friendly, and professional support via chat, phone, and email channels.
• Assist clients with inquiries, troubleshooting, and understanding our trading platform and operational processes.
• Collaborate with Senior Brokers, Associates, and internal teams to execute trades, deposits, and withdrawals.
• Monitor and facilitate client transactions to ensure a seamless experience.
• Handle and resolve unique or complex client cases in collaboration with cross-functional teams.
• Document and track customer interactions using tools like Zoom Phone, Intercom, Slack, Asana, and Salesforce.
• Triage internal support tickets and contribute to debugging product-related issues.
• Contribute to improving client support processes and delivering a 5-star service across all touchpoints.
• Build long-term relationships with clients, fostering trust and satisfaction.

Requirements

• Excellent communication skills in written and verbal English.
• Strong problem-solving and analytical skills with attention to detail.
• Ability to multitask and thrive in a fast-paced environment.
• Empathy, patience, and a client-focused mindset.
• Proficiency with customer support tools such as Zoom Phone, Intercom, Slack, Asana, and Salesforce is preferred (training provided).
• Modest understanding of cryptocurrency markets and infrastructure is preferred but not mandatory.

Benefits

• Learn from a team of experienced cryptocurrency experts
• Ongoing training and industry development opportunities from a supportive leadership team

• Competitive salary package, including performance-based incentives and potential for significant growth.
• Hybrid working arrangements from our Fort Lauderdale office
• Collaborative and supportive team culture with a passion for digital assets.
• 0% trading fees with Caleb and Brown