* Employment Type : Part-time | Monday to Thursday
About us :
Founded in 2017, we’re a world leading crypto wealth platform, helping the 99% access digital assets once reserved for the elite. Our secure, user-friendly technology empowers everyday investors to diversify with ease.
Our passionate and experienced team believes in the power of blockchain technology and asset tokenization to revolutionise how people build wealth. We’re redefining the future of investing—democratising access and creating a more inclusive financial landscape.
About the role :
We’re looking for a proactive and customer-focused Customer Experience Specialist based in Brazil to join our team. You’ll be the first point of contact for customers, supporting them across their entire journey—from onboarding to issue resolution—ensuring a seamless and positive experience.
You’ll work closely with cross-functional teams and operate during 11 : 00 PM – 4 : 00 AM BRT ( Aligned with 12 : 00 PM – 5 : 00 PM AEST, the company’s core business hours), Monday to Thursday in Brazil. Initial training may take place during Brazilian business hours to support onboarding.
Key Responsibilities :
* Provide timely support and guidance, addressing both client and internal inquiries with professionalism and accuracy.
* Troubleshoot and escalate issues as needed, ensuring resolution and follow-up.
* Conduct onboarding and verification processes (KYC / KYB), ensuring compliance with internal policies and regulations.
* Enforce client compliance with security and regulatory standards.
* Keep customer documentation and knowledge base content accurate and up to date.
* Share customer insights and feedback with internal teams to support continuous improvement.
* Test and provide feedback on new product features.
* Generate reports to support data-driven decision-making.
* Collaborate closely with Product, Compliance, Operations, Marketing, and Sales teams.
* Maintain detailed records in line with company guidelines.
* Assist with data management across internal and external platforms.
* Support HubSpot administration and other online platforms such as Zoom and Eventbrite.
* Participate in team meetings and contribute ideas for ongoing process improvements.
Requirements :
* Fluent in English (both written and spoken) with strong communication skills.
* Experience in Customer Support, Customer experience, or a similar client-facing role.
* Experience with help desk and remote support tools.
* Understanding of CRM systems; HubSpot knowledge is a major plus.
* Comfortable working with technology and able to quickly learn new tools and platforms.
* Based in Brazil and available to work during the required AEST hours.
* Strong multitasking, time management, and problem-solving skills.
* Patience, empathy, and professionalism when handling complex cases.
* Ability to work independently in a fast-paced, evolving remote environment.
* Familiarity with crypto or blockchain is a plus.
What We Offer :
* Remote-first work environment
* Inclusive, collaborative team culture
* 1 accrued PTO day per month worked
* Independent contractor agreement
Ready to join us?
We’d love to hear from you—please submit your CV in English only for consideration.
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