Customer Success Senior Associate - Remote

Overview

As a Customer Success Senior Associate at Blockchain.com, you will provide exceptional service to millions of customers, focusing on high-value segments, and act as a bridge between customers and the Product and Engineering teams.

In Short

• Deliver best-in-class service to millions of customers using Blockchain.com products.
• Communicate clearly and professionally with customers across multiple channels.
• Act as the voice of the customer, documenting and escalating issues.
• Collaborate closely with internal stakeholders to resolve product issues.
• Maintain expert-level product knowledge and understanding of support processes.
• Contribute to continuous improvement of customer success processes and tools.
• Use internal tools like Zendesk and Intercom for customer interactions.
• Achieve and exceed key performance metrics related to customer satisfaction.
• Handle project-based assignments and cross-functional initiatives.

Requirements

• 2+ years in a customer-facing role, ideally in cryptocurrency or fintech.
• Proven track record handling complex customer issues with high-touch support.
• Excellent verbal and written communication skills.
• Integrity and trustworthiness in customer interactions.
• Ability to work independently and collaborate with stakeholders.
• Strong attention to detail in troubleshooting and documenting inquiries.
• Ability to manage multiple priorities, including project work.
• Adaptability in a fast-changing environment.
• Familiarity with customer support platforms like Zendesk is a plus.
• Experience in creating or improving customer self-service content is a plus.
• Willing to work from the London office at least 4 days per week.

Benefits

• Full-time salary based on experience and equity in the company.
• Hybrid role with mandatory in-office presence 4 days per week.
• Work from Anywhere Policy for up to 20 days per year.
• ClassPass membership.
• Unlimited vacation policy.
• Apple equipment provided.
• Opportunity to build your career in a rapidly expanding company.
• Flexible work culture.