Customer Onboarding & Contact Centre Specialist

About the role:

We're hiring a Customer Onboarding & Contact Centre Specialist to help new customers through their onboarding journey. This is a phone-and-email role, working with customers who've created an account but haven't taken the first step.

Most of our customers aren't crypto experts. They're tradies, small business owners, professionals and retirees who've decided to add Bitcoin to their long-term portfolio and want a hand getting started. Your job is to provide that hand: to call them, answer their questions in plain English, walk them through the verification process, help them make a deposit, and make them feel at home on the platform.

This is an outbound role, but it's not a cold-sales role. Every person you call has already signed up. You're not selling - you're helping them finish what they started.

Your responsibilities include:

• Make 40–50 outbound calls a day to new sign-ups
• Help customers and answer common questions about security, payment methods, fees, and how the platform works
• Send tailored follow-up emails after every conversation
• Identify high-value customers and escalate them to the senior team for a callback
• Log every interaction accurately in our CRM
  
  
  

Experience and skills we are looking for:

• You're comfortable on the phone. You can converse with a wide array of customers from different backgrounds and adjust your tone for each.
• You're a clear, confident writer. Your follow-up emails read like they were written by a real person.
• You're organised. You can manage a daily call list, follow up on time, and keep your CRM clean.
• You're adaptable. You take feedback well and apply it to the next call, or you can provide suggestions for process improvements.
• You're resilient. You can dial 50 times, get 40 voicemails, and stay sharp on call 41.
• You have full Australian working rights and can work from our Sydney office
  
  
  

Good to have:

• 6–12 months of phone-based experience (sales, customer service, recruitment, real estate, banking)
• Familiarity with crypto, investing, or financial services
• Experience with HubSpot, Salesforce, or a similar CRM
  
  
  

What we offer:

• A competitive salary.
• A challenging and rewarding role in the dynamic crypto industry.
• A winning, fun, hard-working team.
• Ongoing learning and support.
• Great career development opportunities in a growing company.