Customer Service Officer – Crypto

About the role

CFI Financial Group is seeking a Customer Service Officer specialized in crypto to deliver exceptional support to clients across multiple communication channels. You will guide traders through their journey, ensuring they understand products, risks, and compliance requirements.

Key responsibilities

• Provide multi‑channel client support (phone, email, live chat, WhatsApp) and maintain high satisfaction scores.
• Assist with account opening, verification, funding queries while adhering to KYC and AML policies.
• Handle complex or sensitive cases, escalating high‑risk issues according to compliance procedures.
• Log interactions accurately in the CRM and collaborate with internal teams to resolve issues.
• Capture customer insights and contribute to continuous‑improvement initiatives, including AI and automation tools.

Required profile

• Bachelor’s degree in business management or related field.
• Previous experience in customer service, financial services or fintech is a strong advantage.
• Commercial mindset focused on client retention and engagement.
• Ability to work flexibly in a 24/7 environment.

Required skills

• Understanding of crypto assets such as BTC, ETH and altcoins.
• Knowledge of hot and cold wallets and basic blockchain concepts (transactions, confirmations, gas fees).
• Basic familiarity with financial markets, including Forex and CFDs.
• Proficiency with CRM and digital support tools.

What we offer

• Competitive salary and benefits.
• Opportunities for growth within a fast‑growing multinational company.
• Supportive and collaborative work environment.