Relation Management Specialist

We are seeking a proactive and service-oriented Relation Management Support Specialist to join our Client Management team In this role you will be responsible for managing support requests from existing clients and prospective clients ensuring timely accurate and professional responses across all communication channels As the first point of contact for many client interactions you will play a key role in delivering an outstanding customer experience to our international client base with a particular focus on supporting German-speaking clients and prospects You will resolve inquiries directly whenever possible and coordinate with internal stakeholders to ensure efficient resolution of more complex requests The ideal candidate thrives in a fast-paced environment has a strong client service mindset and enjoys helping clients navigate products services and operational processes with professionalism and efficiency

• Serve as the primary point of contact for client and prospect inquiries via ticketing systems email phone and chat channels
• Manage and prioritize support tickets in accordance with established service levels and response times
• Resolve client inquiries related to account access onboarding platform functionality products services and general operational matters
• Provide support to prospective clients regarding onboarding requirements account opening procedures and available services
• Escalate complex issues to the appropriate internal teams and ensure timely follow-up until resolution
• Maintain clear professional and client-friendly communication throughout the support process
• Collaborate closely with Account Management Relationship Management Compliance Operations Trading and Product teams to resolve client issues efficiently
• Support clients throughout the onboarding journey by coordinating documentation requirements and facilitating a smooth onboarding experience
• Identify recurring client issues and contribute to process and service improvements
• Maintain accurate records of client interactions and support activities within internal systems
• Support the creation and maintenance of internal and client-facing knowledge base articles FAQs and support documentation
• Contribute to achieving team KPIs related to response times resolution rates and client satisfaction

• Proven experience in Customer Support, Client Services, Helpdesk, or a similar client-facing role within financial services, fintech, technology, or crypto
• Strong customer service mindset with a genuine passion for delivering exceptional client experiences
• Excellent verbal and written communication skills
• Ability to explain complex topics clearly, professionally, and in a client-friendly manner
• Strong organizational skills and the ability to manage multiple inquiries simultaneously
• Experience working with ticketing systems, CRM platforms, and client support tools
• High attention to detail and strong problem-solving capabilities
• Ability to work effectively under pressure while maintaining a client-focused approach
• Familiarity with AML/KYC requirements, onboarding processes, and regulatory standards within a financial services environment
• Interest in digital assets, cryptocurrency, and financial markets is beneficial
• Fluency in German and English (spoken and written) is mandatory
• Ability to provide professional support to clients and prospects across international locations

Additional languages are considered a plus