Customer Success Executive

JD -Customer Success Executive
Company : LCXDepartment : Customer SuccessEmployment Type : Full-timeAbout LCX:LCX.com is a secure and compliant platform for buying, selling, transferring, and storing digitalcurrency. The LCX Exchange is a regulated trading venue offering a range of digital currencies.LCX is a Fintech company that focuses on tokenization of assets, utility and security tokenofferings, and advanced trading tools. In 2020 LCX has gained regulatory approval of 8blockchain-related registrations by the Financial Market Authority. LCX was founded in 2018with headquarters in Vaduz (Liechtenstein) and branches in Crypto-Valley Zug (Switzerland) andNew Delhi (India).Role OverviewWe are looking for an experienced Customer Success Executive to own relationships with ourretail VIP, professional trader, and small-to-mid institutional clients. This is a strategic, highimpact role that combines deep crypto expertise, exceptional relationship building skills, andadvanced CRM proficiency to drive adoption, retention, expansion and advocacy.Responsibilities:

• Provide timely, accurate and professional responses to customer inquiries via live chat
  

and emails.

• Assist customers in navigating our platform, including account setup, deposit and
  

withdrawal processes, and trading features.

• Troubleshoot and resolve customer issues efficiently, escalating complex cases to the
  

appropriate department when necessary.

• Proactively monitor client activity, identify opportunities for deeper product adoption, and
  

prevent churn.

• Handle high pressure situations and difficult conversations with empathy and
  

composure, especially during periods of high ticket volume and market volatility.

• Stay updated on the latest cryptocurrency market trends, regulatory changes, and new
  

platform features to ensure every customer receives accurate, current, and reliable
information.

• Actively contribute ideas to improve support processes, FAQs, templates, and
  

self-service resources.

• Collaborate with internal teams to resolve systemic issues and enhance overall customer
  

experience.

Requirements

Must-have :

• 2-5 years of client facing experience in Customer Success, Account Management or VIP
  

support.

• Candidate with crypto knowledge and similar background
• Exceptional communication skills - fluent in English (written and spoken)
• Experience with CRM tool (preferrably Zendesk)
• Strong problem-solving skills and ability to multitask
• Candidate has to be open to working in Rotational shifts
  

Nice-to-have :

• Existing network in the crypto/trading community
• Technical understanding of APIs, wallet management, and on-chain transactions
• Experience supporting institutional or HNWI clients