Role Overview
This position is responsible for guiding new clients through the onboarding and verification journey, ensuring a smooth and compliant experience from first contact. As a key point of contact, the specialist supports clients during account setup, identity verification, and initial funding stages, maintaining clarity and efficiency throughout.
Key Responsibilities
- Review and validate client-submitted documents for identity and compliance using internal systems, ensuring alignment with regulatory and internal standards
- Assist both new and existing clients in completing verification steps, including document resubmission and re-verification when required
- Respond to client inquiries regarding application progress, account upgrades, and funding procedures with clear, timely communication
- Support fiat deposit and withdrawal processes, ensuring transactions follow internal controls and client expectations
- Identify and escalate suspicious activity or documentation to compliance, fraud, and risk teams
- Maintain accurate client records in line with data privacy and confidentiality requirements
- Communicate region-specific promotional offers to clients in accordance with company guidelines
- Follow Anti-Money Laundering (AML) and Counter-Terrorist Financing (CTF) protocols rigorously
- Uphold quality assurance standards and contribute to process improvements based on client and operational feedback
- Deliver consistently high-quality service across all interactions, balancing professionalism, empathy, and efficiency
Qualifications
- Minimum of two years in customer service or business support within a global shared services setting
- Strong familiarity with cryptocurrency and digital asset ecosystems
- Proven ability to understand client satisfaction metrics such as CSAT and NPS
- Skilled at explaining complex processes in simple terms to clients and colleagues
- High attention to detail, with a commitment to accuracy and compliance
- Excellent written and verbal English communication skills
- Ability to manage multiple priorities in a fast-paced, evolving environment
- Flexible availability to work evenings, weekends, and holidays on a rotating 24/7 schedule
- Reliable attendance and adherence to assigned shifts
Preferred Experience
- Familiarity with CRM platforms such as Zendesk or Salesforce
- Background in financial services or risk-sensitive industries
- Proficiency in French, Portuguese, Italian, German, Russian, Turkish, Chinese, or Korean
Work Environment
This is a fully remote role with a 24/7 rotating schedule, offering rest days during weekdays. The position provides exposure to a diverse, global team and premium crypto products, including advanced trading and wallet platforms. The contract is fixed-term, lasting six months.
Company Values
The organization is driven by a mission to advance global crypto adoption, emphasizing financial freedom, inclusion, and merit-based growth. It fosters a diverse, equitable workplace and encourages applicants who are passionate about cryptocurrency, even if they don’t meet every listed requirement.
