BCB Group is hiring a

Web3 Payments Customer Success Analyst - 12 month FTC

The Role - What will you be doing?

This is a 12 month Fixed Term Contract.

We are looking for a highly motivated and enthusiastic Payments Customer Success Analyst to join our fast-growing team. The candidate needs to be able to demonstrate both a strong understanding of international payment and foreign exchange (FX) operations, confident customer service competences and excellent business operations competences. The ideal candidate thrives on delivering a consistent, compelling customer experience that is personalised, and proactive.

The ideal candidate will be able to use their business operations and project management competencies, and technical payments and FX experience, to support the delivery of service optimisation through taking responsibility, solving problems, and a strong customer-centric mindset.

Key responsibilities and duties include supporting CS Leadership with the following:

• Management of Customer Success Team change portfolio - ensuring tasks are clearly captured, assigned and tracked
• Creation and Maintenance of the Customer Success Team policies, processes and procedures
• Creation, and Insight Analysis, of activity and Customer Success metrics in order to support optimisation of client’s BCB service
• Working harmoniously with our Enterprise Change, Operations, Compliance & Technical teams

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 have strong business operations and project / change management competencies
• Must have payments or foreign exchange operations experience
• An understanding of various payments rails such as FPS, CHAPS, SEPA & SWIFT is an advantage
• Disciplined to work remotely if needed
• Good clear and quick communication skills both externally with customers and internally with colleagues
• Ability to remain calm & polite and when dealing with customers and colleagues
• Strong attention to detail and time management
• Excellent PC & typing skills
• Excellent written and verbal communication skills
• Curious and an eye for improvement
• The ability to go the extra mile for the customer to provide world class customer service

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.

Key benefits include:

• 30 days annual leave each year
• Mental health/wellbeing leave
• Hybrid working arrangement. (Office in Paddington)
• Private Healthcare, Pension, Income Protection (long-term absence), Life Insurance, Menopause Policy, and an enhanced Parental Leave policy.

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, Huobi 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.io

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