Offer summary

Qualifications:

Strong customer service orientation with a positive attitude., Fluency in English, both verbal and written communication skills., Experience in problem solving and analysis, particularly in a trading or payment processing environment is a plus., Ability to work collaboratively within a team and independently..

Key responsabilities:

Provide exceptional customer service over the phone and through various communication tools.

Analyze customer problems and provide timely solutions while anticipating client needs.

Communicate directly with customers to identify potential fraud and assist with onboarding.

Maintain positive customer relations and coordinate with other departments to address client requests.

Job description

sFOX is a full-service prime dealer uniting liquidity from over 30 exchanges and OTC desks in one easy-to-manage platform. sFOX's platform provides traders with best execution services from a single account, a single counterparty, and a single workflow — giving traders greater capital efficiency. Its smart order router algorithmically routes traders to the most competitive prices worldwide, reducing slippage and improving trade performance across immense scale.

sFOX is committed to the highest standards of investor protection and reliability. The platform is SOC 2 certified and provides access to the market 24/7 with 99.99% uptime. Founded in 2014, the company is backed by Social Capital, Digital Currency Group, Khosla Ventures, DHVC, Haystack, Blockchain Capital, Y Combinator, and executives from PayPal and Airbnb.

We’re on a mission to open the world’s financial markets to everyone and we’re looking for exceptional talent to join our rapidly growing team.

The Role

Our Client Services Specialists (“CSS”) serve as the primary point of contact for customers. They are sFOX’s voice to the client and provides the connection between our Sales, Compliance and Operations teams. Our CSSs possess a "second-to-none" work ethic and an upbeat, positive and passionate attitude about customer service. By responding promptly to client requests, and possessing an acute awareness that allows them to anticipate the client's needs and exceed expectations, our Customer Success is critical to the success of helping maintain sFOX’s exemplary customer brand.

Responsibilities

Above all else, provide a best-in-class customer service experience over the phone and through various communication tools responding to client requests and anticipating unstated needs
Through demonstrated effective listening, can analyze customer problems and provide information and solutions in a timely and efficient manner
Communicate with customers directly over the phone or email to identify potential fraud
Thoroughly account information as part of client onboarding
Work efficiently and effectively, both as a team and independently, documenting request outcomes for accurate tracking and analysis
Develop and maintain positive customer relations and coordinates with other departments within the company to ensure customer requests and questions are handled appropriately and in a timely manner
Utilizes appropriate resource materials to effectively and accurately interpret‚ respond and resolve customer inquiries and problems
Employs strong interpersonal skills to handle high-impact communications courteously and professionally

Requirements

Customer Service Orientation
Fluent in English language
Effective Communication: Includes listening, verbal & written
Compliance Awareness
Supports Team/Department Collaboration & Inclusion
Problem Solving/Analysis
Planning & Organizing
Experience in a trading firm, payment processing, bitcoin / crypto currency is a plus

sFOX is committed to diversity in its workforce and is proud to be an equal opportunity employer. We do not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law.

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