Customer Success Associate
Cape Town
5d ago

The world is changing. We all want something different.

At Luno, we see you as an individual, and we want to unleash your potential and empower you to become the best possible version of yourself.

Luno welcomes crypto lovers and crypto newbies. You - just like everyone in the world - are on your own unique crypto-learning journey.

We are a mission-driven cryptocurrency company that is building more open and equal access to the future of money. You don’t have to know lots about crypto to be interested in joining us, you just have to feel that upgrading the world to a fairer financial system matters, and that you’d like to be part of this global change.

We’re a passionate and committed team taking on a challenge of epic proportions. Like the first moon landing, it requires a special kind of people working together with unusual skill, focus and determination.

We need the best team on board for our mission.

If that sounds like a culture you’d thrive in, then we are excited to hear from you.

A little about us :

  • Luno means moon in Esperanto, we chose the name because at night, wherever you are in the world, you look up at the same moon.
  • We believe in the power of working together, as one team, across borders, with clear focus and shared purpose.

  • Our popular mobile app and website helps people around the world grow and manage their money using the world's most mature cryptocurrencies : Bitcoin, Ethereum and USDC.
  • We’ve processed over $21 billion to date.

  • Over 7 million customers across 40 countries have chosen to hold their crypto wallets on Luno because we offer a delightfully simple experience and bank-grade security.
  • We're part of the Digital Currency Group, named in 2021 as one of TIME magazine’s 100 Most Influential Companies, in the Disruptors category alongside Tesla, AirBnB, SpaceX, Peloton.
  • TIME noted that DCG is mainstreaming cryptocurrency .

  • We’re proud to be one of the world’s most international cryptocurrency teams, with colleagues from 43 different nationalities working across South Africa, Indonesia, the United Kingdom, Malaysia, Nigeria, Australia and Singapore.
  • Financial inclusion is part of our mission, but on a deeper level, inclusion is a way of life, and a way of work for us.

    It is part of who we are as a company, and a group of human individuals.

    The role in a nutshell :

    As a Customer Success Associate, you’ll be responsible for maintaining and managing customer relationships and expectations, while being the face of the Luno brand.

    Your mission will involve :

  • Reading, prioritising and responding to customer queries via live chat, emails, phone calls and social media posts.
  • Maintaining and managing customer relationships and expectations.
  • Using your customer knowledge to help optimise customer engagement processes and contribute to the Luno product strategy.
  • Supporting payment processing operations.
  • Verifying customer documentation and guiding them through the onboarding process (FICA / FAIS knowledge advantageous).
  • Monitoring transactions, investigating and reporting suspicious activity.
  • Highlighting processes that can be more customer-centric.
  • Overall, being the face of Luno and creating amazing customer experiences for our users.
  • The ideal Lunaut for this role, will have :

  • At least 1-year of customer-facing experience (across the retail, hospitality, financial, banking or contact centre industries, ideally).
  • An existing work permit for South Africa, if you are not a South African citizen.
  • Reliable internet connection and a conducive work from home set-up.
  • An aptitude to assist and solve customer issues.
  • Excellent writing and communication skills.
  • A positive and friendly disposition, with a can do’ attitude.
  • The desire to be collaborative drive cooperation and teamwork in achieving solutions.
  • Sound judgement, professionalism, and patience when communicating with customers.
  • High attention to detail.
  • Clear criminal and credit record.
  • Able to work shifts, including weekends and public holidays.
  • Advantageous :

  • A genuine interest in cryptocurrencies such as Bitcoin and Ethereum.
  • Experience with real-time chat support.
  • In your first six months, you will :

  • Have a thorough understanding of cryptocurrency.
  • Provide input on how processes can be better for our customers.
  • Have exposure to speciality topics in Customer Success and cryptocurrency.
  • Remote Life at Luno :

    If you’re looking to work on something truly global and disruptive with a forward-thinking and ambitious team that highly values diversity, teamwork, and the continuous quest for excellence, then this is an opportunity for you.

    Like the majority of the companies, Luno is currently working remotely to keep our employees safe, which means you will not be physically, but virtually onboarded for now!

  • Live long and prosper. We’ve got you covered with excellent private medical insurance.
  • You'll be able to continuously up-skill yourself with access to free courses on Udemy, Coursera and CodeAcademy.
  • For the crypto fans among you (should be everyone!), you'll pay 0 fees with Luno from the day you start
  • Generous maternity / paternity and even (yes, you are reading it correctly) paw-ternity for your furry friend.
  • Annual Inspiration Day... for that pottery course you’ve always been meaning to do!
  • Work with a diverse team of hardworking, ambitious and friendly people on something that will truly revolutionise the financial world.
  • We have virtual cooking, dancing, drawing and house planting classes hosted by our Lunauts to break up your day and work that other part of your brain.
  • Work is important, but your mental health should always take priority . At Luno, we do everything we can to make sure you lead a healthy and happy life.
  • That's why Luno gives you free access to Headspace a full library of guided meditations, sleep stories, and music.

    We are an equal opportunity employer and value diversity at our company. We do not negatively discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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