Client Engagement Specialist, Onboarding
New
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PaywardCryptocurrency
Argentina, Bulgaria, Chile, Colombia, Czechia, Hungary, Lithuania, Mexico, Peru, Romania, 24/7 rotating scheduleContractMiddle
Salary not disclosed
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Job Details
- Languages
- English fluency
- Experience
- 2+ years
- Required Skills
- SalesforceCustomer serviceZendesk
Requirements
- 2+ years of experience in a customer service or business support role
- English fluency
- Willingness to work shifts on a 24/7 rotating schedule, including evenings and weekends
- Strong knowledge of and passion for cryptocurrency and the digital asset industry
- Understanding of CSAT drivers, dissatisfaction factors, and NPS metrics
- Exceptional attention to detail, with strong workflow accuracy and process adherence
- Strong interpersonal skills and a deep commitment to data privacy and compliance
- Experience working on AML or KYC processes (nice-to-have)
- Experience with CRM software such as ZenDesk or Salesforce (nice-to-have)
Responsibilities
- Manage client onboarding and verification, including KYC document review and validation, as well as funding and general inquiries via email and live chat
- Guide existing clients through document resubmission and re-verification during remediation initiatives
- Identify and escalate potential risks or suspicious documentation to the appropriate teams
- Address client questions on application status, account upgrades, and verification requirements with clear, timely communication
- Assist clients with fiat funding and withdrawals, ensuring smooth, compliant transactions
- Maintain accurate client information and adhere to AML/CTF policies and QA/Risk Management frameworks
- Collaborate cross-functionally, using client and operational feedback to continuously improve onboarding and support workflows
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