Senior VIP Customer Success Associate

Responsibilities

• Own and resolve complex, high-stakes customer issues end-to-end
• Conduct deep-dive investigations into account issues, transaction discrepancies, and payment delays
• Build long-term relationships with high-value customers
• Support VIP customers on trade-related requests and coordinate with the OTC desk
• Escalate critical issues to Engineering and Finance Operations
• Supervise a small group of contractor support agents and provide coaching
• Collaborate with Product, Risk, and Operations teams
• Track and report on VIP issue trends and resolution outcomes

Requirements

• 3 to 5 years in Customer Success, Account Management, or Support within fintech, crypto, banking, or wealth management
• Experience handling complex, high-value customer escalations
• Experience guiding, mentoring, or coordinating other support agents or contractors
• Familiarity with financial operations, payment flows, or trading products
• Proficiency with Zendesk, Salesforce, or comparable CRM platforms
• Strong written and verbal English communication skills
• Eligibility to work in the United States (NYC) without sponsorship

Benefits

• Full-time salary based on experience
• Meaningful equity in an industry-leading company
• Unlimited vacation policy
• Apple equipment
• Flexible work culture

About the Company

Blockchain is connecting the world to the future of finance. As a global crypto company, it helps millions of people worldwide safely access cryptocurrency, facilitating over $1 trillion in crypto transactions since 2011.