Customer Success Coordinator
Amdax helps users invest in cryptocurrencies through secure custody, independent trading, periodic investing, and managed portfolio services.
Funding history
Projects
About Amdax
Amdax is a Dutch cryptocurrency investment platform that provides secure digital asset custody and multiple investment approaches. Users can trade independently across screened crypto assets, set up automated periodic investments, or use managed investment services with expert guidance. The platform operates with full-reserve custody, MiCAR licensing, and ISAE 3000 Type 2 audit certification.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will be the primary contact for customers by phone, email, and chat, resolving their questions from start to finish. You will support crypto-related queries, identify recurring issues, and improve processes, communication, retention, and service metrics. You will also perform financial administration, process and verify transactions, maintain daily reconciliations, support liquidity management, prepare reports, and collaborate across functions.
Requirements
- MBO/HBO-level working and thinking ability, preferably with a financial or administrative background
- At least 2 years of relevant experience in customer success, customer service, or customer experience
- Commercial insight and customer focus
- Accuracy and structured working methods
- Interest in the digital asset domain
- Knowledge of Excel
- Experience with tools such as Zendesk
- Affinity with data
- Excellent command of Dutch and English
- Availability for 40 hours per week
Responsibilities
- Support customers by phone, email, and chat and resolve their questions end to end
- Provide support for crypto-related customer questions
- Identify patterns in customer interactions and translate them into process and communication improvements
- Use AI to solve problems and improve efficiency
- Contribute to retention strategies for customers considering leaving
- Contribute to dashboards for CSAT, NPS, response times, and churn
- Help design customer-service tooling, tone of voice, service standards, and SLAs
- Perform financial administration in a crypto environment
- Process and verify financial transactions
- Maintain daily reconciliations and support liquidity management
- Prepare financial reports
- Contribute to process-optimization projects
- Collaborate with KYC, Sales, and other departments to serve customer needs
Benefits
- 25 vacation days
- 8% holiday allowance
- Variable compensation with a share scheme
- Bitcoin savings scheme for pension
- Travel allowance, NS Business Card, or lease bicycle
- Laptop with phone plan
- Personal development tailored to your goals
Hiring Process
2 or 3 interviews per candidate, with a personality test and, depending on the role, an assessment, test, or case.