BCB Group is hiring a

Web3 Customer Success Manager, South Africa

BCB GROUP

BCB Group is a leading crypto-dedicated payment services provider, serving many of the industry’s largest clients including Bitstamp, Crypto.com, Fireblocks, Galaxy, Gemini, and Kraken. BCB Group provides payment services in over 30 currencies, FX, cryptocurrency liquidity, digital asset custody and BLINC, which is BCB’s free, instant settlements network for the BCB client ecosystem.

Responding to corporate and institutional demand for essential and excellent infrastructure in digital asset markets, BCB Group was created by established thought leaders in finance, regulation and technology. Founded in the UK and developed to encompass key relationships across global financial services communities, BCB Group is well positioned as one of the first multi-jurisdictional regulated cryptocurrency service firms.

The cryptocurrency and blockchain industry is growing rapidly, and we want to continue shaping the way the industry progresses. We are looking for talented, motivated and crypto-passionate individuals to join us in ushering in this new financial revolution.

www.bcbgroup.com

The Role - What will you be doing?

We are looking for a highly motivated and enthusiastic Customer Success Manager to join our fast-growing team.

The candidate needs to be a payments subject matter expert with a strong track record of applying that knowledge in a client service environment. The candidate also needs to have experience managing teams.

The ideal candidate will have demonstrable experience of leading a client-facing payments team, supporting a diverse client base and managing their range of needs, and working collaboratively with all other departments with BCB to deliver an exceptional client experience. Client service competence and payments expertise are prerequisites whilst FX and trading operations knowledge would be a definite plus too as would familiarity with Zendesk.

Key Responsibilities and Duties:

• Lead BCB’s team of Customer Success Representatives to deliver a consistent, compelling customer experience that is personalised, competent, convenient and proactive.
• Ensure all client queries and issues are managed in a prompt, accurate, and professional manner - leveraging Zendesk optimally to do so notably in the metrics of responsiveness, first-time resolution and resolution time.
• Foster and nurture a proactive client solutions capability - driving service usage optimization and customer value
• Coach, coordinate and manage the team’s client service management responsibilities, including periodic client service reviews and collaboration with the relationship management team in client relationship meetings.
• Collaboration with internal stakeholders, notably the Sales, Relationship Management, Operations, Trading, Onboarding, Product and Compliance teams to deliver the client experience externally and be the voice of the client internally.
• As part of the Customer Success Management Team, support the Head of Customer Success to drive team performance and deliver of its strategic objectives and KPI targets.

So, what are we looking for?

If you can demonstrate some of the following experience/skills below, we would love to have a conversation.

• Must be a Payment Operations subject matter expert
• Must have experience in a Customer Service environment from the payments sector
• Experience in people management, including remote teams
• Confident communicator both externally with customers and internally with colleagues
• Strong attention to detail
• Strong time management and prioritisation skills
• Strategic thinker
• Confident in creating and maintaining processes and procedures

So, what’s in it for you?

Our people are constantly striving to be the best through operational excellence. The professional development and learning opportunities create an agile, hardworking, conscientious, and knowledgeable team.

The opportunities for personal growth are exponential. You grow as the business grows. The roles and responsibilities are broad and ever-changing, and the dynamism of BCB keeps you engaged and highly motivated.

At BCB, we believe in empowering individuals to create a culture of personal growth, together, and driving empowerment from the bottom up, up-skilling every individual at every level. This means our team has a sense of commonality and belonging, driven by a shared belief in our mission. We’re passionate about our business, our people, and providing 360-degree support for success.

• The chance to operate at the forefront of our industry
• Is there a good work-life balance? Absolutely, we take this seriously!
• You can talk to anyone in the business as there are no barriers and everyone is accessible
• You will be collaborating with teams on a hybrid working arrangement
• We value team success where every individual can grow and prosper
• 30 days annual leave each year
• 4 days per year to prioritise your mental health
• 1 company volunteering day per year
• Strong benefits package including; Private Healthcare, Pension, Income Protection (long-term absence), Life Insurance, Menopause Policy, and an enhanced Parental Leave policy

Apply Now: