Customer Service Officer – Crypto

About the role

Join CFI Financial Group as a Customer Service Officer specializing in crypto. You will deliver exceptional client experiences across phone, email, live chat and WhatsApp, guiding traders through their journey and ensuring confidence in their decisions.

Key responsibilities

• Provide multi‑channel support, personalising interactions and building strong client relationships.
• Handle complex and sensitive cases, turning challenges into positive outcomes while meeting KPIs (CSAT, FTR, response time, quality).
• Assist with account opening, verification, funding queries and ensure strict KYC/AML compliance.
• Communicate trading risks and product information clearly and responsibly.
• Log all interactions accurately in CRM, collaborate with internal teams, and adhere to data‑protection standards.
• Capture customer insights, contribute to CX transformation initiatives and identify efficiency improvements.

Required profile

• Bachelor’s degree in business management or related field.
• Previous experience in customer service, financial services or fintech.
• Solid understanding of crypto assets, wallets, and basic blockchain concepts.
• Basic knowledge of financial markets such as Forex and CFDs.
• Commercial mindset focused on client retention, tech‑savvy, flexible for 24/7 operations and strong problem‑solving abilities.

Required skills

• Crypto assets (BTC, ETH, altcoins)
• Hot and cold wallet management
• Blockchain transactions, confirmations and gas fees
• Financial market fundamentals (Forex, CFDs)
• CRM system usage

What we offer

• Competitive salary and benefits
• Fast‑growing multinational environment
• Opportunities for professional growth and development
• Supportive, collaborative team culture