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- Tasks: Provide exceptional service to high-value customers and resolve complex inquiries.
- Company: Join Blockchain.com, a leader in digital assets, shaping the future of finance.
- Benefits: Enjoy competitive salary, equity, flexible work policies, and a dynamic environment.
- Why this job: Be part of a passionate team, enhancing customer experience and making an impact globally.
- Qualifications: 2+ years in customer-facing roles, preferably in fintech or cryptocurrency, with strong communication skills.
- Other info: Work from our London office at least 4 days a week.
The predicted salary is between 36000 - 60000 £ per year.
Customer Success Senior Associate – Blockchain.com
As a Customer Success Senior Associate on our Prime team, you will provide exceptional service to millions of customers, focusing on high-value segments. You will become a product expert, skilled at troubleshooting and resolving complex inquiries across multiple channels, always with professionalism, accuracy, and empathy.
You will act as a bridge between customers and our Product and Engineering teams, ensuring feedback, bugs, and feature requests are clearly reported and efficiently addressed. Staying up-to-date on all Blockchain.com products, you will use this knowledge to enhance customer experience and deliver tailored support.
The role involves communicating technical issues simply and clearly, collaborating with cross-functional teams, and showing a passion for serving a diverse, global customer base. Opportunities to improve processes, tools, and self-service are also part of the role.
Key Responsibilities
- Deliver top-tier service to high-value customers, ensuring timely, accurate, and high-touch support.
- Communicate professionally across multiple channels (tickets, email, live chat, social media, in-person at events) in English.
- Proactively identify, document, and escalate bugs, feedback, and feature requests to Product and Engineering teams.
- Collaborate with internal teams to ensure quick and clear resolution of product issues.
- Maintain expert-level knowledge of products and support processes to manage escalations effectively.
- Contribute to process improvements, tools, workflows, and enhance public-facing help content and self-service options.
- Use internal tools like Zendesk and Intercom to manage customer interactions, ensuring proper data tagging and categorization.
- Achieve and exceed KPIs related to quality, responsiveness, and customer satisfaction.
- Handle project-based assignments, including cross-functional initiatives and process improvements.
Qualifications include at least 2 years in a customer-facing role, preferably in cryptocurrency, fintech, or a regulated/high-growth industry, with experience handling complex and escalated issues, and providing high-touch support to VIP clients. Excellent communication skills, integrity, the ability to work independently, attention to detail, and adaptability are essential. Familiarity with support platforms like Zendesk or Intercom and experience with self-service content are advantageous. Must be willing to work from our London office at least 4 days per week.
Blockchain.com is a leading digital assets platform, committed to creating an open and fair financial future. We offer a competitive salary, equity, flexible work policies, and a dynamic work environment.
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Customer Success Senior Associate employer: Blockchain.com
Contact Detail:
Blockchain.com Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Senior Associate
✨Tip Number 1
Familiarise yourself with Blockchain.com’s products and services. Understanding their offerings will not only help you answer customer queries effectively but also demonstrate your genuine interest in the company during interviews.
✨Tip Number 2
Brush up on your communication skills, especially in technical contexts. Being able to explain complex issues simply is crucial for this role, so practice articulating technical concepts clearly and concisely.
✨Tip Number 3
Network with current or former employees of Blockchain.com. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach when applying.
✨Tip Number 4
Gain experience with customer support tools like Zendesk and Intercom if you haven't already. Familiarity with these platforms will give you a leg up, as they are integral to managing customer interactions effectively.
We think you need these skills to ace Customer Success Senior Associate
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and qualifications required for the Customer Success Senior Associate position. Tailor your application to highlight relevant experiences that align with these requirements.
Showcase Relevant Experience: Emphasise your previous customer-facing roles, especially in cryptocurrency or fintech. Provide specific examples of how you've handled complex inquiries and delivered high-touch support to VIP clients.
Highlight Communication Skills: Since the role requires excellent communication across various channels, make sure to demonstrate your ability to communicate technical issues clearly and professionally. Use concise language and provide examples of your communication style in your CV and cover letter.
Express Passion for Customer Success: Convey your enthusiasm for serving a diverse, global customer base. Share any experiences where you went above and beyond to enhance customer experience, and mention your willingness to contribute to process improvements and self-service options.
How to prepare for a job interview at Blockchain.com
✨Showcase Your Customer Service Skills
As a Customer Success Senior Associate, your ability to provide exceptional service is key. Prepare examples from your past experiences where you successfully resolved complex customer inquiries, highlighting your professionalism and empathy.
✨Demonstrate Product Knowledge
Familiarise yourself with Blockchain.com products before the interview. Being able to discuss specific features and how they benefit customers will show your commitment and expertise, making you stand out as a candidate.
✨Communicate Clearly and Confidently
Since the role involves communicating technical issues simply, practice explaining complex concepts in layman's terms. This will demonstrate your ability to bridge the gap between customers and technical teams effectively.
✨Highlight Your Problem-Solving Abilities
Prepare to discuss instances where you've identified and escalated issues or contributed to process improvements. This will showcase your proactive approach and ability to collaborate with cross-functional teams.
