Customer Success Advisor

This position is office based and will be required to work 09:00 - 18:00 on weekdays (Monday - Friday).

Only candidates based in or near Gibraltar will be considered.

Position overview

• Customer Success Advisor supporting the HQ Support Manager, who serves as the face of Xapo Bank at our Gibraltar Global Branch, the first and only Xapo Bank branch in the world. Based at our HQ in Gibraltar, the main responsibility of this role will be to assist the HQ Support Manager by performing the following related to;

  • Daily customer-facing banking operations

  • Xapo Bank team-onsite visits

  • Events

  • VIP visits

  • Facilities management.

• This role will report to the HQ Support Manager, support Xapo’s business development efforts with clients, and lead in providing exceptional client support that begins with the initial contact with them when they attend the HQ, and continues throughout the client relationship. 

• This role will also assist the HQ Support Manager’s role as the facilities manager, ensuring the efficient and effective running of the Global Branch. 

Responsibilities

HQ Operations

• Liaising with Suppliers - Maintaining good working relationships for best service.

• Maintaining canteen, bar, and wine cellar stock levels 

• Maintaining stationery levels

• Processing Supplier Invoices 

• New vendor onboarding 

• Invoice submission, follow up, and filing 

• Requesting cleaning supplies from our 3rd party cleaning service provider

• Monitoring the cleaner’s efficiency and effectiveness 

• Liaising with Maintenance Team on any repairs required

• Upgrades of household/office hardware items where needed 

Onsites

• Manage the HQ Onsite Calendar

• Confirm attendees with Team Lead 

• Assist with Xapien’s Visa applications by providing copies of letters/evidence requested during travel visa processing.

• Block-book rooms at Sunborn

• Liaise with Team-Lead on the weeks agenda and required events (i.e. special stationary requirements; etc)

• Book events (Team building, i.e. E-Bike tours, etc) 

• Plan and book catering (lunch and dinner)

• Send group email with:

  • Local information - weather, power points, currency etc. 

  • Link to Health & Safety/dietary requirements form

• Check stock levels (soft drinks, wine, beer, snacks, masks & basic toiletries) and buy/order where necessary.

• Welcome-wagon for Xapiens 

• Attend post-work events

• Events

• Assist the HQ Support Manager in; 

• planning, 

  • organising, and 

  • delivering events

• VIP visits

  • Assist the HQ Support Manager in; 

    • planning, 

    • organising, and 

    • Entertaining VIP visits

• Ad Hoc Task 

  • Assist the HQ Support Manager with any unplanned tasks arising from normal day-to-day operations. 

Skills needed

• Exceptional communication skills, both verbal and written

• Exceptional interpersonal skills and networking ability

• Demonstrate a strong command for both English and Spanish languages

• Ability to translate complex/technical issues into easy to understand language for clients

• Strong attention to detail and analytical skills

• Empathy and a passion for delivering excellent service to clients

• Driven, self-motivated, collaborative and highly flexible team player approach

• Self-learner, and an avid problem-solver

• Knowledge of Bitcoin and Fiat currency payment rails

• Well versed in local and regional knowledge

Other requirements

• Alignment with Our Values and the Xapo Values-Driven Leadership principles.

• Reside in (or near) Gibraltar as this role would require you to work in the branch.