VIP Customer Partnerships

Our Vision

As one of the world’s Top 10 (and rising 🚀) digital asset exchanges, we provide a best-in-class experience in trading, security, and blockchain product innovation.

We’re making it possible to list the most recent and promising projects, safely trade with transparency, and democratize access to the markets, today! Excited to join a decentralizing force in the world?

Your Mission

As our fully remote VIP Customer Relations expert, reporting to the Head of Business Development, you will be responsible for actively driving our Tier-1 customer base, increase and manage engagement with VIP partnerships, and be responsible for an outstanding experience with Gate.io.

This is a high-impact role, where you’ll be at the forefront of generating a best-in-class customer experience for the high-end customer and partners, contributing to the development of our brand, platform, and growth.

You will

• Provide our VIP customers with a personalised customer experience
• Proactively target and reach out to VIP customers and keep them engaged and/or re-engage them Create rapport and a real conversation with a sales driven mindset
• Act as a point of contact in the company for the voice of our VIP customers, helping Product and other departments understand how to serve them better
• Build out these VIP relationships, where possible, so that they become advocates for our company and games Build an exceptional CSAT via your interaction with these customers
• Design and work on implementation of the VIP service status onboarding process
• Follow up on timely issues
• Have a maximum of 12 hour turnaround for responses to clients
• Coordination with Asian team to resolve matters in the most efficient and timely manner
• Support sales in any materials or initiatives they might have
• Actively communicate with department to propose new initiatives to obtain and retain more clients Generate reports that accurately reflect the client’s situation
• Create charts to follow up on client’s interactions

You bring

• 1+ years of experience in customer success / customer support in a high-end environment
• Willingness to interact with customers outside a regular 9-5 schedule when necessary
• Ability to use data to identify patterns in VIP behaviour and react accordingly
• Excellent public facing communication and interpersonal skills, both verbal and written
• Exceptional rapport building skills
• Native or Proficient level of English and a second language
• Proven analytical competencies and data-oriented
• Focus on consumer behaviour with high-end expectations
• Experience in building social content, customer engagement programs and conversations
• Experience performing in-front of a camera (meeting, acting, narrating, hosting)

Nice-to-Haves

• Understanding of high-end consumer behaviour in Crypto/Blockchain Businesses
• Already familiar with our products, tone, and customer base
• Ability to understand social media marketing and define new outreach channels to connect with potential players Experience with multicultural worldwide, and adjusting to each audience accordingly
• Remote work experience

We are

A values-based Culture that trusts your knowledge, vision, and autonomy. We focus on taking the best products and campaigns to wow our customers and bring the freedom of decentralisation to every part of the world. We’re made of critical thinkers, born communicators, and improvement-driven team-players.

Also, as a fully distributed and global Team, we appreciate and seek diversity in our Culture, background, and ideas.

If you think this is a Team you could call home, we can’t wait to hear your story, and welcome you to tell ours!