Client Success Specialist

Are you passionate about delivering exceptional client experiences and excited to work in the dynamic cryptocurrency industry? Caleb & Brown, a leading global crypto brokerage, is 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.

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.

Preferred Skills/Qualifications

• Prior experience in client-facing roles or customer support.
• Bachelor’s degree in business or equivalent experience.
• A positive attitude and flexibility to adapt to evolving business needs.

Join us at Caleb & Brown and play a key role in shaping the future of cryptocurrency!

Caleb and Brown is the world’s leading cryptocurrency brokerage, providing a professional service by which our clients can safely buy, sell and swap cryptocurrencies through their very own personal broker. Founded by a small team of crypto experts in 2016, we have grown to a team of 50 staff with a head office located in Melbourne, serving 21,000 clients across 100+ countries through a personalised broker.

By fostering a culture of crypto experience married with professional services, we are building the bridge to the traditional financial world via a personalised service model to ensure our customers are getting the right assistance in their cryptocurrency investment strategy.

A recent report by EY predicted that by 2030, cryptocurrencies and related digital assets could employ 205,000 people in Australia, 17 times the existing workforce. Here's your chance to get in early!

—

Caleb and Brown is committed to a diverse and inclusive workplace. Caleb and Brown is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.