Customer Success Associate

Skills

About the Role

You will support clients across email, social media, and digital platforms by investigating and resolving issues. You will manage customer communications and escalations, assess needs, provide timely resolutions, and coordinate with internal teams. You will improve processes, manage account security requests, address KYC concerns, and escalate suspicious transactions under anti-money-laundering requirements.

Requirements

• Bachelor's degree, preferably related to communications.
• Knowledge of blockchain or trading experience.
• English and Filipino proficiency.
• Time-management, multitasking, and prioritization skills.
• Analytical, communication, and organizational skills.
• Ability to work shifts, weekends, and holidays.

Responsibilities

• Investigate, troubleshoot, and resolve customer issues across support channels.
• Manage incoming client communications, concerns, and escalations.
• Assess customer needs and provide updates, solutions, and resolutions within target resolution times.
• Coordinate with internal functions on escalated issues.
• Build sustainable customer relationships through open communication.
• Automate data and streamline processes to improve efficiency.
• Identify opportunities to improve client engagement using customer-success tools.
• Manage account security features at client request.
• Coordinate with the KYC team on account-related concerns.
• Analyze data and trends and escalate suspicious client transactions in compliance with anti-money-laundering regulations.
• Perform other functions assigned by the Head of Customer Relations and Customer Success Lead.