Customer Success Executive

JD -Customer Success Executive
Company : LCX
Department : Customer Success
Employment Type : Full-time
About LCX:
LCX.com is a secure and compliant platform for buying, selling, transferring, and storing digital
currency. 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 token
offerings, and advanced trading tools. In 2020 LCX has gained regulatory approval of 8
blockchain-related registrations by the Financial Market Authority. LCX was founded in 2018
with headquarters in Vaduz (Liechtenstein) and branches in Crypto-Valley Zug (Switzerland) and
New Delhi (India).
Role Overview
We are looking for an experienced Customer Success Executive to own relationships with our
retail VIP, professional trader, and small-to-mid institutional clients. This is a strategic, high
impact role that combines deep crypto expertise, exceptional relationship building skills, and
advanced 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.

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