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Client Services Lead

Client Services Lead at Galaxy, providing support and solutions.
Galaxy
Remote
United States
Undisclosed salary
Job Description
Galaxy is seeking a Client Services Lead to join their Client Services team. The ideal candidate will act as a trusted resource and advocate for clients, balancing service excellence, operational accuracy, and relationship-building. They should be proactive, intellectually curious, and confident in handling complex client needs. The Client Services Lead will be responsible for delivering outstanding client experiences and contributing to a high-quality client service environment. Galaxy is a digital asset and blockchain leader helping institutions, startups, and individuals access and navigate the crypto economy.

What this role involves:
  • Providing exceptional client service via email, live chat, and phone support.
  • Maintaining and upholding defined Service Level Agreements (SLAs).
  • Investigating client issues and providing clear, timely, and accurate solutions.
  • Collaborating with internal teams to resolve complex client issues.
  • Demonstrating empathy, professionalism, and patience in all client interactions.
  • Actively participating in team discussions and knowledge-sharing initiatives.
  • Remaining adaptable and flexible to changing priorities and tasks.
  • Staying informed about company products, services, and tools.
  • Working with CRM & Support tools to manage client interactions and track issues.

Requirements:
  • Minimum of 7 years prior experience in a client service, operations, or technical support role in the fintech or finance industry.
  • Must hold an active FINRA Series 7 and Series 63 license.
  • Familiarity with regulated banking and investment products.
  • Strong problem-solving skills.
  • Ability to thrive in a fast-paced, remote work environment.
  • Strong attention to detail, time management, and organizational skills.
  • Client-obsessed with a positive attitude and passion for helping people.
  • Excellent communication and interpersonal skills.
  • Experience with CRM and Support tools such as Zendesk, JIRA, and Slack.

What this role offers:
  • Remote work opportunity.
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Galaxy

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