As a Senior VIP Customer Success Associate at Blockchain.com, you own complex, high-stakes customer issues end-to-end while building lasting relationships with the company's most valued users. You join the Customer Success team supporting high-value customers around the world, and you supervise a small group of contractor support agents handling VIP tickets during US business hours. You report directly to the Director of Customer Operations and serve as a key point of contact for VIP customers during US local hours, strengthening the global follow-the-sun coverage model.
What you'll do
- Own and resolve complex, high-stakes customer issues end-to-end with care, accuracy, and urgency.
- Conduct deep-dive investigations into account issues including transaction discrepancies, payment delays, and access problems.
- 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 the OTC desk for eligible transactions.
- Escalate critical issues to Engineering and Finance Operations with full context, structured analysis, and clear next steps.
- Monitor VIP customer activity during US regional hours and proactively flag anomalies or service disruptions to the relevant teams.
- 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 high-value users.
- Track and report on VIP issue trends, feedback, and resolution outcomes to drive continuous improvement in the customer experience.
What you bring
- 3 to 5 years in Customer Success, Account Management, or Support within fintech, crypto, banking, wealth management, or regulated B2C technology.
- Proven experience handling complex, high-value customer escalations with discretion, poise, and business maturity.
- Some experience guiding, mentoring, or coordinating the work of other support agents or contractors.
- Familiarity with financial operations concepts such as payment flows, trading products, or transaction monitoring.
- Strong written and verbal English and natural empathy in communication.
- Sharp judgment when navigating sensitive customer situations and high-value financial cases.
- Detail-oriented, calm under pressure, and proactive by nature.
- Comfortable operating autonomously in a fast-moving environment with limited supervision.
- Proficiency with Zendesk, Salesforce, or a comparable CRM platform.
What we offer
- Competitive full-time salary based on experience, plus meaningful equity in the company.
- Performance-based bonuses.
- Apple equipment provided by the company.
- Health insurance reimbursement.
- Work from Anywhere Policy: up to 20 days per year of remote work from anywhere in the world.
- Based in the Palermo office with a mandatory in-office presence four days per week.
About Blockchain.com
Blockchain.com is a global crypto company that helps millions of people worldwide safely access cryptocurrency. Since 2011, it has earned the trust of over 90 million wallet holders and more than 40 million verified users, facilitating over $1 trillion in crypto transactions.