Concierge Specialist IV

1 мес. назад

United KingdomEuropeSeniorHybrid

customer servicerelationship managementmentoringissue resolution

Serve as a senior subject matter expert managing high-value customer relationships and resolving complex issues at Customer Experience team.

Обязанности

Own and deepen relationships with a portfolio of 's highest-value customers, serving as their primary point of contact and trusted advisor across all products and services.
Lead resolution of complex, escalated customer issues by partnering cross-functionally with Product, Engineering, Compliance, and Operations to identify root causes and drive systemic fixes.
Drive customer onboarding and product adoption by proactively educating clients on new features, staking, One, and other value-added services tailored to their needs.
Partner with CX leadership to identify trends, surface customer feedback, and shape process improvements that reduce friction and strengthen trust in .
Mentor and support junior Concierge agents on relationship management, issue resolution, and best practices, raising the overall quality bar for the team.

Другое

Ready to do the most impactful work of your career? At  , we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.”  learn more about working at .
As a Concierge Specialist IV on the Customer Experience team, you'll serve as a senior subject matter expert and relationship owner for 's highest-value customers. This team delivers world-class, personalized service to our most valued clients, ensuring they have a seamless experience across all products. You'll own complex customer relationships end to end, mentor junior Concierge agents, and drive measurable improvements in satisfaction, retention, and product adoption.
4+ years of experience in customer success, account management, or high-touch client advisory roles within financial services, fintech, or crypto, including familiarity with derivatives products.
Professional fluency in both Mandarin and English, with the ability to communicate confidently in a business and customer-facing capacity.
Demonstrated ability to independently manage a portfolio of high-value client relationships, with measurable outcomes in retention, satisfaction, or revenue growth, including resolving complex cross-functional issues end to end.
Currently holds or has previously held a CISI Investment Operations Certificate (IOC), or willingness to obtain.
Able and willing to support on-call coverage and manage escalations outside normal working hours, including weekends.
Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision).
Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
Equal Opportunity Employer: is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
US Applicants: View Employee Rights , Know Your Rights , and E-Verify Notice of Participation.
Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at].com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial .
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