Client Engagement Specialist, Onboarding
Provides remote onboarding, verification, funding, and customer support for cryptocurrency clients, resolving questions and escalating compliance risks. Requires at least two years of customer service or business support experience, English fluency, and availability for rotating 24/7 shifts.
About the job
Responsibilities
- Manage client onboarding and verification, including KYC document review and validation, 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 appropriate teams.
- Address questions about application status, account upgrades, and verification requirements with clear, timely communication.
- Assist with fiat funding and withdrawals while ensuring smooth, compliant transactions.
- Communicate relevant marketing initiatives and regional promotions according to company guidelines.
- Maintain accurate client information and follow AML/CTF policies and QA/risk-management frameworks.
- Collaborate cross-functionally to improve onboarding and support workflows.
- Work a 24/7 rotating shift schedule, including evenings and weekends.
Requirements
- 2+ years of experience in customer service or business support, including retail, hospitality, or a customer service center.
- English fluency.
- Strong knowledge of and passion for cryptocurrency and digital assets.
- Understanding of CSAT drivers, dissatisfaction factors, and NPS metrics.
- Ability to quickly learn systems and processes and explain complex procedures clearly.
- Exceptional attention to detail, workflow accuracy, and process adherence.
- Strong organization and time management across multiple priorities.
- Strong interpersonal skills and commitment to data privacy and compliance.
Nice to Have
- Experience with AML or KYC processes, including document verification, risk assessment, or compliance monitoring.
- Experience with CRM software such as Zendesk or Salesforce.
- Global Shared Services experience.
- Fluency in French, Portuguese, Italian, German, Russian, Turkish, Chinese, or Korean.
Compensation
- Fixed-term contract for 6 months.
Skills
Kyc, AML, CRM, Zendesk, Salesforce, Cryptocurrency, Digital Assets, Csat, Nps, Risk Assessment, Document Verification, Live Chat
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