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Full Time - Customer Support Officer - NAX Capital

Name of Employer

NAX Capital

 

Title of Role

Customer Support Officer

 

Location

Melbourne 300

 

About the Role

NAX Capital is seeking a proactive and resourceful Customer Success/Support Officer to deliver exceptional customer experiences by guiding users through onboarding, offboarding, and ongoing support processes within a crypto platform.

This role ensures seamless client interactions (B2B and B2C), maintains compliance standards, and contributes to customer satisfaction and retention by leveraging crypto-specific knowledge, communication tools, and verification systems- all while representing the company with professionalism and confidentiality.

This is a full-time permanent onsite position located at our modern office on 570 St Kilda Road between the hours of Monday- Friday standard business hours

Key Responsibilities

  • Guide B2B and B2C clients through account setup, verification, and closure
  • Assist with KYC and compliance checks using tools like Sumsub and DocuSign
  • Respond to inquiries via live chat, email, and phone
  • Troubleshoot issues related to transactions, wallets, and platform navigation
  • Build rapport with users to ensure satisfaction and retention
  • Provide tailored support to high-value or complex clients
  • Maintain accurate records in CRM systems and SharePoint
  • File and track customer interactions, verification documents, and resolutions
  • Investigate and resolve customer concerns efficiently
  • Collaborate with compliance and tech teams to escalate complex cases
  • Gather customer feedback to improve processes and user experience
  • Stay updated on crypto trends, platform changes, and regulatory updates

 

Working Hours

Full Time

 

Qualifications/Skills Required

  • Systems & Platforms
  • Live chat platforms (e.g. Intercom or similar)
  • Outlook, Microsoft Teams
  • CRM systems & SharePoint for data filing
  • Experience with Sumsub (preferred but not mandatory)
  • Proficient in DocuSign

About you

This role is perfect for a proactive, detail-driven customer champion with a passion for crypto and a knack for making complex processes feel simple. With at least 3 years’ experience in customer success or support, you thrive in fast-paced environments, communicate with clarity and patience, and know how to keep things organised across platforms. You’re tech-savvy, personable, and ready to be the trusted bridge between our platform and our users.

  • 3+ years’ experience in customer success/support (B2B & B2C)
  • Hands-on with onboarding and offboarding processes
  • Familiarity with junior compliance or KYC procedures
  • Strong understanding of customer lifecycle in crypto
  • Energetic personality, personable and super patient
  • Organised and methodical in handling customer data
  • Crypto-savvy and ready to thrive in a dynamic team
  • Strong written and verbal communication skills
  • Exceptional attention to detail and time management
  • Proficiency in MS Office Suite, Outlook, Teams, Zoom, and Jira
  • Able to work independently in a fast-paced environment with tight timelines
  • Demonstrated discretion with confidential information
  • Prior exposure or interest to financial services or cryptocurrency is advantageous

 

How to apply

Emai your resume and cover letter to [email protected]

 

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.