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Full Time - Customer Success Officer - NAX Capital

Name of Employer

NAX Capital

Established in 2023, NAX Capital is a cryptocurrency investment platform providing strategic access to digital assets including Bitcoin, stablecoins, and emerging tokens.

We combine brokerage, asset management, and risk-led portfolio strategies to help investors confidently navigate the evolving digital finance landscape. Operating within Australian regulatory expectations, NAX Capital focuses on disciplined execution, strong governance, and long-term value creation.

 

Title of Role

Customer Success Officer

 

Location

Melbourne Onsite 5 days

 

About the Role

This is a full-time, permanent onsite position based in Melbourne (Monday–Friday, standard business hours).

As a Customer Success Officer, you will play a central role in delivering high-quality, compliant client support throughout the customer lifecycle — from onboarding and verification to ongoing assistance and offboarding. The position requires strong attention to cryptocurrency processes and junior-level compliance experience, as these are essential for maintaining regulatory standards and client trust in this regulated environment.

We offer competitive, above-market remuneration commensurate with the role's responsibilities and the specialised nature of digital asset services. High-performing individuals have a clear pathway to advancement, with the potential to progress to a Customer Success Manager position within 6–9 months.

Key Responsibilities

  • Support B2B and B2C clients through account onboarding, KYC/AML verification, platform setup, and offboarding
  • Conduct compliance checks using tools such as Sumsub and DocuSign
  • Respond promptly and professionally to client enquiries via live chat, email, and phone
  • Resolve issues related to transactions, wallets, platform functionality, and regulatory requirements
  • Foster positive client relationships to support satisfaction and retention
  • Provide specialised assistance to higher-value or more complex accounts
  • Maintain accurate records in CRM systems and compliance documentation
  • Collaborate with compliance and technical teams to address escalated matters
  • Monitor and report client feedback to contribute to service improvements
  • Keep abreast of developments in cryptocurrency markets, platform updates, and regulatory requirements

 

Working Hours

Full Time

 

Qualifications/Skills Required

About you

We are seeking a professional with relevant experience who is organised, client-focused, and comfortable operating in a regulated, fast-paced setting.

Essential Requirements

We are seeking a professional with relevant experience who is organised, client-focused, and comfortable operating in a regulated, fast-paced setting.

Essential Requirements

  • At least 3 years' experience in customer success, support, or client services (B2B and/or B2C)
  • Practical experience with onboarding/offboarding processes
  • Hands-on involvement in junior-level compliance or KYC/AML procedures (this is a key requirement)
  • Working knowledge of the customer lifecycle in cryptocurrency or fintech environments
  • Excellent written and verbal communication skills, with patience and clarity
  • Strong organisational skills and attention to detail
  • Proficiency with multiple software platforms and systems
  • Ability to work independently while meeting deadlines
  • High level of discretion when handling confidential information
  • Interest in financial services and digital assets

If you have a solid foundation in customer support combined with cryptocurrency and compliance exposure, this role offers meaningful responsibility, professional development, and a structured path for career growth.

 

How to apply

To Apply

Please send your resume and a brief cover note to:

[email protected]

Subject line: Customer Success Officer Application

We welcome applications from suitable candidates and referrals.

NAX Capital values compliance, professionalism, and client trust in the delivery of digital asset services. We look forward to hearing from you.

 

If you need assistance applying for a role, please contact the Jewish Care Employment Centre at 8517 5999 and ask to speak to a consultant.