Customer Success Specialist

Who we are:

Caleb and Brown, headquartered in Melbourne Australia, and now powered by Swyftx, 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

• Ongoing training and industry development opportunities from a supportive leadership team
• Access to cutting-edge technology and market insights.
• Collaborative and supportive team culture with a passion for digital assets.
• Learn from a team of experienced cryptocurrency experts
• Competitive compensation that recognises experience and impact
• 4 reset days each year - additional paid days off to pause and prioritise wellbeing
• Hybrid working arrangements designed around trust and autonomy
• 0% trading fees with Caleb and Brown

Applicants must have full Australian working rights and be residing in Melbourne, Australia to be considered for this role. We value diversity and inclusivity and ensure an equal process for all throughout our recruitment processes.