Customer Success Manager

Hex Trust

Hong Kong

Full time

Customer Service

Mar 14


  • Build fruitful relationships with Hex Trust Customers by becoming their key point of contact.
  • Provide exceptional client service for all Hex Trust products and services.
  • Ensure smooth and timely client onboarding by coordinating internally with the different teams involved (Operations, Technology, Compliance, etc.)
  • Address inbound Customer requests and issues via email, chat and phone.
  • Become an enabler of Hex Trust Customers’ success by Identifying and assessing Customers’ needs.
  • Work across the organization to streamline processes and facilitate solving Customer issues accurately and efficiently.
  • Create process enhancements and efficiencies via proactive improvement projects.
  • Provide periodic on-call support coverage for customer issues outside of business hours.
  • Occasional weekend coverage of support channels.



  • 1-5+ years in a account management/relationship management/customer support capacity or equivalent, preferable if in a digital asset company.
  • Confident verbal communication and polished written communication.
  • Experience and comfort with solving complex problems from end-to-end.
  • Comfort with flexible hours, including weekends, for comprehensive support coverage.


  • Experience working in the Digital Asset/Crypto or Financial industry.
  • Experience with case management/ticketing software.
  • Experience with stakeholder and project management.
  • Familiarity with Digital Assets: cryptocurrencies, NTFs, tokenized securities, etc.
  • Good understanding of Financial Markets and Trading.

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Hex Trust

Digital Asset Custody Meets Innovation