Blockchain.com

Senior VIP Customer Success Associate

New York · Senior · Contract

Work authorization requiredDetected 23 days ago

ComplianceSalesforceCRMAccount ManagementCustomer SuccessZendeskLeadershipMentoring

About the role

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.

Own and resolve complex, high-stakes customer issues end-to-end with care, accuracy, and urgency.
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.
You'll 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 role.
In addition, you'll 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.
The opportunity to be a key player and build your career at a rapidly expanding, global technology company in an emerging field
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.

Full-time salary based on experience and meaningful equity in an industry-leading company
Unlimited vacation policy; work hard and take time when you need it
Flexible work culture
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, and apprenticeship.

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.
We're looking for a Senior VIP Customer Success Associate to join our Customer Success team, which supports our most valued customers around the world.
You'll work closely with peers across regions while serving as a key point of contact for VIP customers during US local hours.
Be part of a global Customer Success organization at the heart of the crypto industry, where user experience defines brand trust.
Work within a follow-the-sun team covering VIP customers across all regions and time zones.

Blockchain is committed to diversity and inclusion in the workplace and is proud to be an
equal opportunity employer.

This listing is sourced directly from Blockchain.com's careers page and normalized into a canonical job model.