- Company Name
- Blockchain.com
- Job Title
- Customer Success Senior Associate
- Job Description
-
Job title: Customer Success Senior Associate
Role Summary: Senior associate in Customer Success responsible for delivering high‑touch, best‑in‑class support to high‑value cryptocurrency users. Acts as the bridge between customers and Product/Engineering teams, providing tailored solutions to complex inquiries, ensuring timely resolution, and driving continuous improvement of support processes and help content.
Expectations: • 2+ years in a customer‑facing role, preferably in crypto, fintech, or regulated high‑growth industry. • Proven experience resolving escalated issues and providing bespoke support to VIP or high‑value clients. • Excellent verbal and written communication in English, with the ability to translate technical concepts for non‑technical stakeholders. • Demonstrated integrity, independence, and teamwork, knowing when to self‑manage issues and when to involve internal partners. • Strong attention to detail, multi‑priority management, and adaptability in a fast‑changing environment. • Familiarity with Zendesk and/or Intercom; experience with self‑service content improvement is a plus. • Willingness to work at least four days per week in a London office.
Key Responsibilities: • Deliver high‑quality support across tickets, email, live chat, and social media, focusing on high‑value segments. • Serve as the voice of the customer: identify, document, and prioritize bugs, product feedback, and feature requests to Product and Engineering. • Collaborate with cross‑functional teams to ensure clear, timely resolution of reported issues. • Maintain deep, up‑to‑date product knowledge and understand support and engineering workflows to triage escalations effectively. • Contribute to continuous improvement initiatives, enhancing customer success processes, tooling, and public help content. • Utilize Zendesk/Intercom to manage, tag, and categorize customer interactions, ensuring accurate data capture. • Achieve and surpass key performance metrics around quality, productivity, response time, and customer satisfaction. • Support project‑based assignments, including tooling enhancements and operational process changes.
Required Skills: • Customer support & escalation management; troubleshooting of technical and product issues. • Strong written and verbal communication; ability to explain complex concepts simply. • Cross‑functional collaboration and stakeholder engagement. • Documentation, ticketing, and data capture proficiency. • Prioritization, multi‑tasking, and project management. • Adaptability, resilience, and proactivity in a high‑growth setting. • Experience with Zendesk, Intercom, or similar platforms; content creation for self‑service a plus.
Required Education & Certifications: • Minimum of a bachelor’s degree or equivalent education/experience; additional certifications in customer success or related fields are an advantage.