Customer Success Advisor - APAC at Xapo Bank

Work from anywhere, impact everywhere

Diversity is at the heart of who we are at Xapo Bank. We’re a fully distributed team of over 150 Xapiens that work remotely from 30+ countries around the world. Our beginning: A world that enjoys economic freedom and wealth protection, no matter where you live or who is running your country. To achieve that, we search the world for the best people for the job. We work hard, think globally, and inspire each other to learn and grow. We are committed to changing the way things are done. Although we are headquartered in Gibraltar, this is a full-time, 100% remote position. Work from anywhere!

Position Overview

As a Customer Success Advisor, you will provide global support to our members. English fluency is therefore required, and proficiency in additional language(s) is a plus. Our business is expanding rapidly, and we are committed to maintaining the highest quality of service for our members. We are known for our swift responses, positive attitude, and genuine desire to find optimal solutions for those who choose to use Xapo’s products and services. Our aim is to deliver top-notch service, and we expect you to be quick-thinking, proactive, and a dedicated team player.

Responsibilities - Member-facing

• Respond to members’ queries regarding our products and services.
• Monitor member accounts, including debit card transactions, fiat and bitcoin transfers, etc.
• Address members in a professional, respectful, and friendly manner.
• Take ownership of members' issues, follow up on outstanding requests, and escalate issues when necessary.
• Onboard prospective members, assisting them from initial application through to full onboarding.
• Conduct Zoom calls to assist prospective members with the onboarding process.
• Educate prospective members on our products and services, conducting Zoom calls when necessary.

Responsibilities - Backend

• Monitor queues in Kustomer to identify prospective members stuck in the onboarding process and reach out to them if necessary.
• Maintain dashboards to provide statistical data.

Skills Needed

• 2+ years of previous experience in customer services, ideally in a remote environment, handling queries via live chat and email.
• Proficient level of English and, ideally, another additional language (e.g., Mandarin or Japanese).
• Ideally, have previous experience working in the fintech/banking industry.
• Experience with CRMs, Jira, Confluence, and Slack is a nice-to-have.
• Knowledge of the cryptocurrency environment is a significant plus.

Other Requirements

• A dedicated workspace.
• A reliable internet connection with the fastest speed possible in your area.
• A plain background when on Zoom calls with clients.
• Smart professional dress code during Zoom calls with clients.
• Devices and other essential equipment that meet minimal technical specifications.
• Alignment with Our Values and the Xapo Values-Driven Leadership principles.

Why Work for Xapo?

• Impact Globally, Work Remotely: Shape the future by improving lives through cutting-edge technology, working 100% remotely from anywhere in the world.
• Great Work-Life Balance: Build amazing things with a balance of autonomy and collaborative teamwork. Set your own work schedule and take advantage of a flexible PTO plan when you need to recharge.
• Expect Excellence: Collaborate, learn, and grow with a high-performance team. Learn how you learn best - from books to conferences, you’ll get a yearly budget for your individual learning and development goals.

At Xapo, we prioritize consumer protection and adhere to regulatory requirements by ensuring that all Xapiens are accountable for upholding principles of fair treatment, transparency, and ethical conduct in their interactions with customers and stakeholders.

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