Xapo seeks a Mid-level Customer Success Advisor for APAC, working remotely from anywhere. The role involves supporting global members, managing onboarding, and ensuring high-quality service through live chat, email, and Zoom calls.
As a Customer Success Advisor, you will support Xapo’s global members by providing timely, proactive, and solution-focused assistance. The company is expanding rapidly and prioritizes exceptional service, expecting team-oriented, responsible, and positive interactions with members.
Responsibilities
- Respond to member inquiries about products and services via live chat and email.
- Monitor member accounts, including debit card activity and fiat/bitcoin transfers.
- Communicate with members professionally, respectfully, and in a friendly tone.
- Take ownership of member issues, follow up on pending requests, and escalate when needed.
- Guide prospective members through onboarding, from application to completion.
- Host Zoom calls to assist with onboarding and explain products and services.
- Check Kustomer queues to identify and resolve onboarding delays.
- Maintain dashboards to track and report key performance data.
Requirements
- Minimum 2 years of customer service experience, preferably in a remote setting, handling live chat and email inquiries.
- Fluent English proficiency.
- A dedicated, quiet workspace.
- Fast and reliable internet connection.
- Plain background during Zoom calls with clients.
- Professional attire during client Zoom calls.
- Access to devices and equipment meeting minimum technical standards.
- Alignment with Xapo’s Values-Driven Leadership principles.
Nice to have
- Additional language skills such as Mandarin or Japanese.
- Prior experience in fintech or banking.
- Familiarity with CRMs, Jira, Confluence, and Slack.
- Understanding of the cryptocurrency ecosystem.
What the company offers
- 100% remote work from any location worldwide.
- Flexible PTO plan supporting a healthy work-life balance.
- Annual budget for personal learning and development.
About the company
Xapo prioritizes consumer protection and compliance with regulatory standards, ensuring secure and trustworthy services for its members.
- Commitment to consumer protection and regulatory compliance.
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