Customer Success Senior Associate

Blockchain.com is the world's leading software platform for digital assets. We offer the largest production blockchain platform globally, driven by our passion to code, create, and build an open, accessible, and fair financial future, one piece of software at a time. At Blockchain.com, our customers are at the heart of everything we do. The Customer Success team delivers seamless, high-quality support and enables customer success across our rapidly growing, global user base.

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.

Qualifications

• 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; willing to roll up your sleeves to support team goals, even beyond core responsibilities.
• Familiarity with customer support platforms such as Zendesk and/or Intercom is a plus.
• Experience creating, reviewing, or improving customer self-service content is a plus.
• Willing and able to work from our London office at least 4 days per week.

Compensation

• 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.

Equal Opportunity

Blockchain is committed to diversity and inclusion in the workplace and is proud to be an equal opportunity employer.