Senior VIP Customer Success Associate

About the role

Blockchain.com is on the lookout for a passionate and skilled individual to take charge of managing relationships and addressing complex inquiries for our most valued global clients. This role is pivotal as it involves overseeing contractor support teams during US business hours and acting as a primary escalation point for issues related to high-value accounts. The ideal candidate will thrive in a fast-paced environment and demonstrate a commitment to delivering exceptional customer service.

Key facts

What you'll do

• Address and resolve high-priority account issues, which may include payment delays, discrepancies in transactions, and access challenges.
• Establish and nurture long-lasting relationships with VIP clients, allowing for a deeper understanding of their needs and the provision of proactive solutions.
• Collaborate with the Over-the-Counter (OTC) desk to facilitate eligible trade requests efficiently.
• Escalate urgent issues to the Finance Operations and Engineering teams, providing thorough analyses to aid in swift resolution.
• Monitor account activities during US business hours to detect and report any anomalies or irregularities.
• Lead and mentor a small team of contractor support agents, ensuring high standards in ticket quality and overall performance.
• Conduct analysis and generate reports on VIP customer trends to enhance service delivery and customer satisfaction.
• Engage in continuous improvement initiatives to refine processes and enhance the customer experience for our VIP clientele.
• Participate in cross-departmental meetings to align on customer needs and service enhancements.
• Provide feedback to product teams based on customer insights and experiences to help shape future developments.
• Stay updated on industry trends and best practices to ensure our customer success strategies remain competitive.
• Foster a culture of feedback within the team to promote professional growth and development.

Requirements

• A minimum of 3 to 5 years of experience in Account Management, Customer Success, or Support roles within fintech, cryptocurrency, banking, wealth management, or regulated B2C technology sectors.
• Proven ability to manage sensitive financial escalations with professionalism and discretion.
• Excellent command of the English language, coupled with strong verbal and written communication skills.
• Familiarity with customer relationship management (CRM) platforms, particularly Salesforce or Zendesk.
• Demonstrated capability to work independently in a dynamic and fast-paced environment.
• Strong analytical skills to interpret data and make informed decisions.

Nice to have

• Previous experience in mentoring, coordinating, or overseeing the work of support agents or contractors would be advantageous.
• Knowledge of cryptocurrency markets and trading practices.
• Experience in developing customer success strategies or initiatives.

Skills & tools

• Proficiency in using Zendesk for customer support management.
• Familiarity with Salesforce for CRM and account management.
• Understanding of various CRM platforms and their functionalities.
• Knowledge of financial operations, including transaction monitoring, trading products, and payment flows.

Practical notes

• The compensation package includes a competitive salary along with company equity options.
• Performance-based bonuses are available, rewarding exceptional contributions to the team and company.
• Additional benefits encompass Apple hardware provisions, health insurance reimbursement, and a flexible work-from-anywhere policy that allows for up to 20 days of remote work annually.
• The role is based in Buenos Aires, providing an exciting opportunity to work in a vibrant city while contributing to a leading company in the blockchain space.

This position at Blockchain.com is an exciting opportunity for those who are passionate about customer success and want to work in a fast-evolving industry. If you are ready to take on the challenge and make a significant impact on our VIP customer experience, we encourage you to apply and join our dynamic team.

About the company

A financial services firm in digital currency started early as a Bitcoin chain explorer. Later a wallet handled a large share of network flows. Services now include trading, brokerage, and credit offerings for institutional clients. Teams also supply market data, charts, and analytics. Roles seek people comfortable with evolving rules and distributed technology. Focus remains on clear, secure tools for storing, moving, and understanding digital assets amid shifting global demand.