Technical Customer Success Representative; Late Shift

About BCB Group

BCB Group is a leading crypto‑dedicated payment services provider, serving many of the industry's largest clients including Bitstamp, , Gemini, and Kraken. BCB Group provides payment services in over 30 currencies, FX, cryptocurrency liquidity, digital asset custody and BLINC, which is BCB's free, instant settlements network for the BCB client ecosystem.

Responding to corporate and institutional demand for essential and excellent infrastructure in digital asset markets, BCB Group was created by established thought leaders in finance, regulation and technology. Founded in the UK and developed to encompass key relationships across global financial services communities, BCB Group is well positioned as one of the first multi‑jurisdictional regulated cryptocurrency service firms.

The cryptocurrency and blockchain industry is growing rapidly, and we want to continue shaping the way the industry progresses. We are looking for talented, motivated and crypto‑passionate individuals to join us in ushering in this new financial revolution.

We are looking for a highly motivated and enthusiastic Customer Success Technical Representative to join our dynamic, client‑facing team. The candidate needs to have an understanding of customer service and be able to liaise with customers across various communication channels and mediums. The ideal candidate thrives on being in the face of customers and giving them the attention and care they deserve as part of our platinum customer service expectations.

We are looking for someone who has had experience in the payments industry and is familiar with how to give platinum service to our customers no matter how large or small they are.

The ideal candidate will be able to take responsibility, solve problems, and be able to direct issues which arise on a daily basis to the correct team within the organisation according to the processes that are already in place.

• Sandbox and Integration Assistance
  :
  Guide prospects and clients through the API sandbox environment, providing hands‑on support and troubleshooting to ensure a smooth and successful integration from the very beginning.
• Technical Relationship Management
  :
  Act as a key technical contact for clients during the integration, onboarding & live phases, ensuring a seamless transition and a positive experience.
• Feedback and Communication
  :
  Gather feedback on the API from clients, manage client expectations regarding product enhancements and timelines.
• Cross‑functional Collaboration
  :
  Work harmoniously with the wider team to provide a world‑class experience for our clients, stepping in where needed to support the sales, and product teams.
• Product and Market Knowledge
  :
  Maintain a deep understanding of our API, our product suite, and the broader financial services and crypto market to effectively communicate our value proposition and technical advantages.
• Oversee the daily management of our customer engagement across multiple channels (e.g., Slack, Telegram, Email), ensuring accessibility and consistent communication standards.
• Checking any potential tasks or items which have not been fixed.
• Ensure our customers' queries or complaints are answered with the aim of a first‑time resolution.
• Ensure we maintain a 10 mins max response time to all customers across all communication channels.
• Treating all our customers as if they are the only customer, responding to their queries timely, politely, effectively and responsibly, ensuring always to manage expectations in a professional manner.
• Be able to track responses from clients, create and escalated issues as needed, and close issues when completed.
• Please note the role is part of our new night shift team.

• Must have a passion and interest in fintech and a deep understanding of API‑based products and their integration process.
• Must have relevant experience in a technical role, such as a customer‑facing engineering position.
• Must have a solid understanding of financial services or crypto, and ideally, hands‑on experience with payments and API integrations.
• Must be an analytical thinker with keen…