Customer Success Jobs in Web3

BCB GROUP

BCB Group is a leading crypto-dedicated payment services provider, serving many of the industry’s largest clients including Bitstamp, Crypto.com, Gemini, and Kraken. BCB Group provides payment services in over 30 currencies, FX, cryptocurrency liquidity, digital asset custody and BLINC, which is BCB’s free, instant settlements network for the BCB client ecosystem.

Responding to corporate and institutional demand for essential and excellent infrastructure in digital asset markets, BCB Group was created by established thought leaders in finance, regulation and technology. Founded in the UK and developed to encompass key relationships across global financial services communities, BCB Group is well positioned as one of the first multi-jurisdictional regulated cryptocurrency service firms.

The cryptocurrency and blockchain industry is growing rapidly, and we want to continue shaping the way the industry progresses. We are looking for talented, motivated and crypto-passionate individuals to join us in ushering in this new financial revolution.

www.bcbgroup.com

What will you be doing?

We are looking for a highly motivated and enthusiastic Payments Customer Success Agent to join our fast-growing team. The candidate needs to be able to demonstrate both a strong understanding of international payment and foreign exchange (FX) operations and confident customer service competences. The ideal candidate thrives on delivering a consistent, compelling customer experience that is personalised, and proactive.

The ideal candidate will be able to use their technical payments and FX experience to achieve maximum first time responses and service optimisation through taking responsibility, solving problems, and a strong customer-centric mindset.

Key Responsibilities and Duties:

• Ensure our customers' queries or complaints are answered with the aim of a first-time resolution.
• Ensure we maintain a 10 mins max response time to all customers across all communication channels.
• Responding to customer queries politely, quickly, effectively and responsibly
• Managing customer expectations in a timely and professional manner
• Working harmoniously with our Operations, Compliance & Technical teams
• Be able to track responses from clients, create and escalate issues as needed, and close issues when completed
• Review and understanding of activity and Customer Success metrics for an assigned portfolio of clients in order to support optimisation of client’s BCB service
• Performance of client service reviews for assigned client portfolio

So, what are we looking for?

• Must have payments or foreign exchange operations experience
• Ideally also strong customer success / client service experience or, if not, ability to persuasively demonstrate your suitability for a customer facing role
• An understanding of various payments rails such as FPS, CHAPS, SEPA & SWIFT is an advantage
• Disciplined to work remotely if needed
• Good clear and quick communication skills both externally with customers and internally with colleagues
• Ability to remain calm & polite and when dealing with customers and colleagues
• Strong attention to detail and time management
• Excellent PC & typing skills
• Excellent written and verbal communication skills
• Curious and an eye for improvement
• The ability to go the extra mile for the customer to provide world class customer service

So, what’s in it for you?

Our people are constantly striving to be the best through operational excellence. The professional development and learning opportunities create an agile, hardworking, conscientious, and knowledgeable team.

The opportunities for personal growth are exponential. You grow as the business grows. The roles and responsibilities are broad and ever-changing, and the dynamism of BCB keeps you engaged and highly motivated.

At BCB, we believe in empowering individuals to create a culture of personal growth, together, and driving empowerment from the bottom up, up-skilling every individual at every level. This means our team has a sense of commonality and belonging, driven by a shared belief in our mission. We’re passionate about our business, our people, and providing 360-degree support for success.

• The chance to operate at the forefront of our industry
• Is there a good work-life balance? Absolutely, we take this seriously!
• You can talk to anyone in the business as there are no barriers and everyone is accessible
• You will be collaborating with teams in our offices based in Johannesburg on a hybrid working arrangement
• We value team success where every individual can grow and prosper
• 30 days annual leave each year
• 4 days per year to priorities your mental health
• 1 company volunteering day per year
• Strong benefits package including; Medical Aid, Provident Fund, an enhanced Parental Leave policy and more