About the Role
You will own and deepen relationships with a portfolio of high-value customers, serving as the primary point of contact and trusted advisor across all products. You will 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. You will serve as a top-tier escalation point for specialized issues, incidents, and recovery strategies. You will drive customer onboarding and product adoption by proactively educating clients on new features, staking, and other value-added services tailored to their needs. You will partner with CX leadership to identify trends, surface customer feedback, and shape process improvements that reduce friction and strengthen trust. You will mentor and support junior Concierge agents on relationship management, issue resolution, and best practices, raising the overall quality bar for the team.
Requirements
- 4+ years of experience in customer success, account management, or high-touch client advisory roles within financial services, fintech, or crypto.
- Familiarity with derivatives and prior experience working in financial services supporting derivative products.
- Professional fluency in both Mandarin and Cantonese, 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.
- Currently holds or has previously held a CMS 6A license, with willingness to obtain it again in the future if needed.
- Proven track record of resolving complex, cross-functional customer issues end to end, including coordinating across Product, Engineering, and Compliance teams.
- Proficiency with CRM and support tooling (e.g., Salesforce, Zendesk) and Google Suite, with experience preparing client-facing materials and business reviews.
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
- Able and willing to support on-call coverage and manage escalations outside normal working hours, including weekends.
Responsibilities
- Own and deepen relationships with a portfolio of 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.
- Serve as a top-tier escalation point for specialized issues, incidents, and recovery strategies
- Drive customer onboarding and product adoption by proactively educating clients on new features, staking, 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.
- Mentor and support junior Concierge agents on relationship management, issue resolution, and best practices, raising the overall quality bar for the team.
Benefits
- Equity and bonus eligibility
- Medical, dental, and vision insurance