Customer Success Specialist

Company Description GBI operates the GBI Platform, an institutional infrastructure that supports secure, transparent ownership and management of physical precious metals for leading global wealth managers, financial institutions, family offices, and sophisticated investors. The platform delivers marketplace-based execution, institutional-grade custody, and robust logistics to ensure reliable storage and delivery. Its technology enables clients to easily access and manage physical precious metals as part of their broader investment strategies. Team members at GBI collaborate with a global client base and work with products and services that bridge traditional finance and tangible assets.

Role Description The Customer Success Specialist is a full-time, role based in the Savannah GA, with flexibility for partial work from home. This role focuses on supporting institutional and high-net-worth clients using the GBI Platform, ensuring they can effectively execute, store, and manage physical precious metals. Day-to-day responsibilities include responding to client inquiries, guiding clients through platform features, resolving service issues, and coordinating with internal teams such as operations, technology, and compliance to address complex requests. The specialist will monitor client activity and satisfaction, provide proactive outreach to key accounts, and identify opportunities to enhance the client experience. The role also involves documenting client feedback, contributing to process improvements, and assisting with client onboarding and training materials.

Qualifications

• Strong verbal customer-facing skills, including Customer Service and Customer Support experience, with a focus on building trust-based client relationships.
• Demonstrated commitment to Customer Satisfaction, with the ability to manage expectations and follow through on client needs.
• Excellent Communication skills, both written and verbal, for interacting with institutional clients and internal stakeholders. Fast typing skills are necessary for multitask workload.
• Solid Analytical Skills for interpreting client activity, identifying trends, and recommending improvements to processes and services.
• Ability to work effectively in a hybrid environment, managing time and priorities independently.
• Comfort with financial products or investment-related services; experience with precious metals, trading, or custody operations is a plus.
• Proficiency with CRM tools, Hubspot specifically and standard office software (e.g., spreadsheets, presentations, customer support platforms).
• Bachelor’s degree in Communications, Business, Finance, Economics, or a related field, or equivalent professional experience.