Senior VIP Customer Success Associate

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. Since its inception in 2011 Blockchain has earned the trust of over 90 million wallet holders and more than 40 million verified users facilitating over $1 trillion in crypto transactions.

Were looking for a Senior VIP Customer Success Associate to join our Customer Success team which supports our most valued customers around the world. Youll own complex issues end-to-end build lasting relationships with high-value users and operate with a level of autonomy and cross-functional reach that goes well beyond a standard support addition youll supervise a small group of contractor support agents who handle VIP tickets created during US business hours serving as their primary point of guidance and escalation.

This position strengthens our global follow-the-sun coverage model. Youll work closely with peers across regions while serving as a key point of contact for VIP customers during US local hours. You will report directly to the Director of Customer Operations.

WHAT YOU WILL DO

• 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.

WHAT YOU WILL NEED

• 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.

WHY JOIN US

• 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.

COMPENSATION & PERKS

• Competitive full-time salary based on experience and meaningful equity in an industry-leading company
• This is a role based in our Palermo office with a mandatory in-office presence four days per week.
• The opportunity to be a key player and build your career at a rapidly expanding global technology company in an exciting emerging industry.
• Performance-based bonuses
• Apple equipment provided by the company
• Work from Anywhere Policy: You can work remotely from anywhere in the world for up to 20 days per year.
• Health insurance reimbursement

Blockchain is committed to diversity and inclusion in the workplace and is proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race religion color national origin gender gender expression sex sexual orientation age marital status veteran status disability status or any other characteristic protected by law. This policy applies to all employment practices within our organization including hiring recruiting promotion termination layoff recall leave of absence and apprenticeship. Blockchain makes hiring decisions based solely on qualifications merit and business needs at the time.

You may contact our Data Protection Officer by email at Your personal data will be processed for the purposes of managing Controllers recruitment related activities which include setting up and conducting interviews and tests for applicants evaluating and assessing the results thereto and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller which are the solicitation evaluation and selection of applicants for employment.

Your personal data will be shared with Greenhouse Software Inc. a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controllers behalf. Accordingly if you are located outside of the United States your personal data will be transferred to the United States once you submit it through this site. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects the transfer will be subject to appropriate additional safeguards under the standard contractual clauses.

Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for employment. Under the GDPR you have the right to request access to your personal data to request that your personal data be rectified or erased and to request that processing of your personal data be restricted. You also have the right to data addition you may lodge a complaint with an EU supervisory authority.