Senior VIP Customer Success Associate

Senior VIP Customer Success Associate

Blockchain is connecting the world to the future of finance. As the most trusted and fastest-growing global crypto company, it helps millions of people worldwide safely access cryptocurrency. Since its inception in 2011, Blockchain has earned the trust of over 90 million wallet holders and more than 40 million verified users, facilitating over $1 trillion in crypto transactions.

We're looking for a Senior VIP Customer Success Associate to join our Customer Success team, which supports our most valued customers around the world. You'll own complex issues end-to-end, build lasting relationships with high-value users, and operate with a level of autonomy and cross-functional reach that goes well beyond a standard support role. In addition, you'll supervise a small group of contractor support agents who handle VIP tickets created during US business hours, serving as their primary point of guidance and escalation.

This position strengthens our global follow-the-sun coverage model and will be based in NYC. You'll work closely with peers across regions while serving as a key point of contact for VIP customers during US local hours. You will report directly to the Director of Customer Operations.

What You Will 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 our 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 our highest-value users.
• Track and report on VIP issue trends, feedback, and resolution outcomes to drive continuous improvement in the customer experience.

What You Will Need

• 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 is strongly preferred.
• Familiarity with financial operations concepts such as payment flows, trading products, or transaction monitoring.
• Strong written and verbal English; a confident communicator with natural empathy.
• 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.
• Eligible to work in the United States (NYC) without sponsorship.

Why Join Us

• Be part of a global Customer Success organization at the heart of the crypto industry, where user experience defines brand trust.
• Report directly to the CS Director and gain firsthand exposure to strategic decision-making across the business.
• Take on broader ownership and cross-functional reach than a standard support role, with real impact on retention and satisfaction for our most valuable customers.
• Step into a senior role with oversight of a contractor support team, building your leadership experience while remaining hands-on with VIP customers.
• Work within a follow-the-sun team covering VIP customers across all regions and time zones.
• Grow your career in an international, high-ownership culture that values empathy as much as execution.

Compensation & Perks

• Full-time salary based on experience and meaningful equity in an industry-leading company
• Hybrid model (remote & on-site setup is mandatory)
• Unlimited vacation policy; work hard and take time when you need it
• Apple equipment
• The opportunity to be a key player and build your career at a rapidly expanding, global technology company in an emerging field
• Flexible work culture