Customer Success Senior Associate at Blockchain.com

London, England, United Kingdom

Apply Now

Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Blockchain, Cryptocurrency, FintechIndustries

Requirements

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

Responsibilities

Deliver best-in-class service to millions of customers using Blockchain.com 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

Skills

Customer Success

Troubleshooting

Technical Support

Live Chat

Email Support

Social Media Support

Bug Reporting

Product Feedback

Cross-Functional Collaboration

Process Improvement

Customer Escalation

Blockchain.com

Cryptocurrency trading and wallet services platform

About Blockchain.com

Blockchain.com offers a platform for buying, storing, and trading cryptocurrencies such as Bitcoin and Ethereum. Users can execute trades quickly, often in microseconds, thanks to the platform's advanced matching engine and deep liquidity. The company generates revenue through transaction fees, trading spreads, and premium services, catering to both individual and institutional clients. It allows users to deposit and withdraw various fiat currencies and provides an API for programmatic trading and live market data. Blockchain.com prioritizes security and reliability, ensuring the protection of users' funds and data.

London, United KingdomHeadquarters

2011Year Founded

$583.6MTotal Funding

SERIES_ECompany Stage

Fintech, Crypto & Web3Industries

501-1,000Employees