Key Responsibilities:

📍Client Account Management & Growth 📍Act as the lead point of contact for VIP clients on all account-related matters. 📍Build, maintain, and strengthen long-term relationships with VIP clients to drive engagement, satisfaction, and retention. 📍Handle daily client concerns with detailed, polite, and empathetic communication to ensure customer trust and loyalty. 📍Serve as the subject matter expert and escalation owner for crypto-related inquiries, while providing secondary support for fiat-related concerns. 📍Study and communicate new product features and updates—especially crypto products and services—to VIP clients. 📍Plan and implement strategies to deliver excellent customer experience. 📍Increase trading volume and fee revenue by upselling services, identifying growth opportunities, and onboarding new VIP clients. 📍Collaborate with cross-functional teams to execute growth strategies that enhance client activity and wallet share.

What we expect from you:

📍Qualifications 📍Proven experience in account management, customer success, or client servicing, ideally with exposure to crypto/fintech or financial services. 📍Strong background in customer escalations, incident, and problem management. 📍Demonstrated leadership experience, including team supervision, coaching, and development. 📍Excellent communication, interpersonal, and problem-solving skills with an empathetic approach to client interactions. 📍Analytical mindset with the ability to interpret data, generate insights, and propose improvements. 📍Strategic thinker with the ability to balance client satisfaction, business goals, and operational efficiency. 📍Deep understanding of crypto products, markets, and industry trends; knowledge of fiat payment processes and support is a plus.

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