Job Description

Employment Type: Full-time Location Type: 100% Remote (North or Central America - LATAM region) Salary: Not Specified

---

Company Information

Xapo Bank is a fully distributed company with over 180 Xapiens working remotely from 40+ countries. Our mission is to create a world that enjoys economic freedom and wealth protection, regardless of location. We are committed to changing the way things are done through hard work, global thinking, and mutual inspiration. Risk management is a core responsibility for every Xapien, enabling us to serve our customers and deliver value. While headquartered in Gibraltar, this position is fully remote.

---

Position Overview

As a Customer Success Advisor, you will support our global membership base. Fluency in English is essential, and proficiency in additional languages is a plus. We are experiencing rapid growth and are dedicated to maintaining the highest quality of service. Xapo is known for its fast responses, positive attitude, and commitment to finding the best solutions for our members. We expect our advisors to be quick-thinking, proactive, and excellent team players.

Important Note: This remote role requires candidates to be based in North or Central America (LATAM region) to cover existing shift gaps and ensure time zone alignment.

---

Responsibilities - Customer Facing

• Respond to member inquiries regarding products and services.
• Monitor member accounts, including debit card transactions, fiat, and Bitcoin transfers.
• Address members professionally, respectfully, and in a friendly manner.
• Take ownership of member issues, follow up on outstanding requests, and escalate issues when necessary.
• Onboard prospective members, assisting them from application to full onboarding.
• Conduct Zoom calls to assist prospective members with the onboarding process.
• Educate prospective members on products and services and conduct Zoom calls as needed.

---

Responsibilities - Backend

• Monitor Kustomer queues to identify prospective members experiencing onboarding issues and reach out to them.
• Maintain dashboards to provide statistical data.

---

Requirements

• Solid previous experience in customer service, preferably in a remote environment, handling queries via live chat and email.
• Proficient level of English.
• Proficiency in an additional language (e.g., Portuguese, Spanish, German, or French) is ideal.
• Previous experience in the fintech or banking industry is preferred.
• Experience with CRMs, Jira, Confluence, and Slack is a plus.
• Knowledge of the cryptocurrency environment is a significant advantage.

---

Other Requirements

• A dedicated workspace.
• A reliable internet connection with the fastest available speed.
• Devices and equipment meeting minimal technical specifications.
• Alignment with Xapo's Values and 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 utilize a flexible PTO plan for recharging.
• Expect Excellence: Collaborate, learn, and grow with a high-performance team. Benefit from a yearly budget for individual learning and development, covering books, conferences, and more.