Customer Success Senior Associate

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

is the worlds leading software platform for digital assets. We offer the largest production blockchain platform globally driven by our passion to code create and build an open accessible and fair financial future one piece of software at a time.

At our customers are at the heart of everything we do. The Customer Success team delivers seamless high-quality support and enables customer success across our rapidly growing global user base.

As a Customer Success Senior Associate on our Prime team you will provide exceptional service to millions of customers with a focus on high-value segments. Youll become a product expert skilled at troubleshooting and resolving complex or escalated inquiries across multiple channels always with professionalism accuracy and empathy.

In this role youll act as a bridge between customers and our Product and Engineering teams ensuring feedback bugs and feature requests are clearly reported and efficiently addressed. Youll stay up to date on all products and use this knowledge to enhance the customer experience and deliver high-touch tailored support.

You will communicate technical issues simply and clearly collaborate effectively with cross-functional teams and show a genuine passion for serving a global and diverse customer base. The role also offers opportunities to improve processes tools and self-service through project-based work.

WHAT YOU WILL DO

• Deliver best-in-class service to millions of customers using products with particular focus on high-value customer segments ensuring clients receive timely accurate and high-touch support.
• Communicate clearly and professionally with customers across multiple channels (tickets email live chat social media and occasionally in-person at events) always in English and with a customer-first tone.
• Act as the voice of the customer: proactively identify document and escalate bugs product feedback and feature requests to Product and Engineering ensuring issues are scoped and communicated accurately.
• Collaborate closely with internal stakeholders to ensure product issues are reported and resolved clearly quickly and efficiently.
• Maintain expert-level product knowledge and a solid understanding of support and engineering processes to triage and communicate escalations effectively.
• Contribute to continuous improvement: participate in projects to enhance customer success processes tools and workflows as well as identify and occasionally create improvements for public-facing help content and self-service opportunities.
• Use internal tools (e.g. Zendesk Intercom) to manage and optimize customer interactions ensuring accurate tagging categorization and data capture for all segments especially high-value customers.
• Achieve and exceed key performance metrics related to quality productivity responsiveness and customer satisfaction.
• Handle project-based assignments including cross-functional initiatives tooling enhancements and operational process changes.

WHAT YOU WILL NEED

• 2 years in a customer-facing role ideally within cryptocurrency fintech or another regulated/high-growth industry.
• Proven track record handling complex and escalated customer issues including experience providing tailored high-touch support to high-value clients (VIP or equivalent).
• Excellent verbal and written communication skills; able to translate technical concepts into simple clear explanations.
• Utmost integrity and trustworthiness in all customer interactions.
• Ability to work independently while knowing when to escalate and when to collaborate with internal stakeholders.
• Strong attention to detail particularly in reviewing troubleshooting and documenting customer inquiries and product feedback.
• Demonstrated ability to manage multiple priorities including project-based work beyond day-to-day customer contact.
• Adaptability and resilience in a fast-changing high-growth environment; willing to roll up your sleeves to support team goals even beyond core responsibilities.
• Familiarity with customer support platforms such as Zendesk and/or Intercom is a plus.
• Experience creating reviewing or improving customer self-service content is a plus.
• Willing and able to work from our London office at least 4 days per week.

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.