Senior VIP Customer Success Associate

United Statessenior

OtherCustomer Success Associate

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Quick Summary

Overview

Blockchain is connecting the world to the future of finance. As the most trusted and fastest-growing global crypto company, it helps millions of people worldwide safely access cryptocurrency.

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OtherCustomer Success Associate

Responsibilities

~2 min read

→Own and resolve complex, high-stakes customer issues end-to-end with care, accuracy, and urgency.
→Conduct deep-dive investigations into account issues including transaction discrepancies, payment delays, and access problems.
→Build trusted, long-term relationships with high-value customers by understanding their needs and anticipating solutions.
→Support VIP customers on trade-related requests, including coordinating with our OTC desk for eligible transactions.
→Escalate critical issues to Engineering and Finance Operations with full context, structured analysis, and clear next steps.
→Monitor VIP customer activity during US regional hours and proactively flag anomalies or service disruptions to the relevant teams.
→Supervise a small group of contractor support agents covering VIP tickets created during US business hours, acting as their primary point of guidance and escalation.
→Review the quality and accuracy of their resolutions, and provide coaching and performance feedback to maintain VIP service standards.
→Collaborate with Product, Risk, and Operations to ensure seamless service delivery for our highest-value users.
→Track and report on VIP issue trends, feedback, and resolution outcomes to drive continuous improvement in the customer experience.

→3 to 5 years in Customer Success, Account Management, or Support within fintech, crypto, banking, wealth management, or regulated B2C technology.
→Proven experience handling complex, high-value customer escalations with discretion, poise, and business maturity.
→Some experience guiding, mentoring, or coordinating the work of other support agents or contractors is strongly preferred.
→Familiarity with financial operations concepts such as payment flows, trading products, or transaction monitoring.
→Strong written and verbal English; a confident communicator with natural empathy.
→Sharp judgment when navigating sensitive customer situations and high-value financial cases.
→Detail-oriented, calm under pressure, and proactive by nature.
→Comfortable operating autonomously in a fast-moving environment with limited supervision.
→Proficiency with Zendesk, Salesforce, or a comparable CRM platform.
→Eligible to work in the United States (Dallas) without sponsorship.

What We Offer

~3 min read

✓Be part of a global Customer Success organization at the heart of the crypto industry, where user experience defines brand trust.

✓Report directly to the CS Director and gain firsthand exposure to strategic decision-making across the business.

✓Take on broader ownership and cross-functional reach than a standard support role, with real impact on retention and satisfaction for our most valuable customers.

✓Step into a senior role with oversight of a contractor support team, building your leadership experience while remaining hands-on with VIP customers.

✓Work within a follow-the-sun team covering VIP customers across all regions and time zones.

✓Grow your career in an international, high-ownership culture that values empathy as much as execution.

✓Full-time salary based on experience and meaningful equity in an industry-leading company

✓Hybrid model (remote & on-site setup is mandatory)

✓Unlimited vacation policy; work hard and take time when you need it

✓Apple equipment

✓The opportunity to be a key player and build your career at a rapidly expanding, global technology company in an emerging field

✓Flexible work culture