Senior Customer Support Specialist

3 weeks ago

London, Greater London, United Kingdom BLOCKCHAIN Full time

Blockchain is recognized as the premier software platform for digital assets, leading the way with the largest production blockchain platform worldwide. Our mission is driven by a commitment to innovation, creating an open, accessible, and equitable financial future through our software solutions.

Team Overview

At Blockchain, our customers are central to our operations. The Customer Success team is focused on providing exceptional support experiences and empowering our rapidly expanding global clientele.

Position Overview

As a Senior Customer Support Specialist, you will be an integral part of our Second Line Support team, delivering top-tier service to millions of users of our products. This role requires you to become a product authority, responsible for training, troubleshooting, and addressing customer inquiries and escalations through various communication channels in a professional and timely manner. You will also keep abreast of new product developments and functionalities, leveraging this knowledge to enhance customer satisfaction and resolve reported issues.

Successful candidates will effectively communicate and resolve technical challenges for our customers in a clear, concise, and empathetic manner while collaborating with cross-functional teams. A passion for delivering outstanding customer service to a diverse, global audience, along with a strong interest in cryptocurrency, is essential.

This role also involves managing project-based tasks as needed, including cross-departmental initiatives and projects related to tools and systems.

Key Responsibilities:

  • Deliver the highest level of customer service to millions utilizing our products.
  • Engage with customers effectively and empathetically across multiple platforms, including tickets, emails, and live chat.
  • Serve as a liaison between Customer Success, Product, and Engineering teams regarding product issues and bug fixes.
  • Collaborate closely with internal teams to ensure product concerns are communicated clearly and efficiently.
  • Maintain current knowledge of products and support processes to accurately identify and communicate customer escalations, bugs, and requested modifications.
  • Meet key performance indicators related to quality, productivity, responsiveness, and customer satisfaction.
  • Utilize internal tools to manage and enhance all customer interactions.
  • Work with internal stakeholders to resolve customer issues promptly and effectively.
  • Handle project-based assignments as required, including cross-functional projects and those related to tools and systems.

Qualifications & Skills Required:

  • Minimum of 2 years of experience in a customer-facing role, preferably in the cryptocurrency or Fintech sectors.
  • A customer-first mindset with a genuine enthusiasm for creating positive and timely customer experiences.
  • Exceptional verbal and written communication abilities.
  • High integrity and trustworthiness in all customer interactions.
  • Ability to work independently while knowing when to escalate or collaborate with internal teams on critical issues.
  • Strong attention to detail, especially when addressing customer inquiries.
  • Proven ability to manage multiple priorities, including project-based tasks beyond customer interactions.
  • Capacity to thrive in a fast-paced, evolving environment, contributing to a high-growth, high-performing team serving millions of customers annually.
  • Resilience and adaptability, with a willingness to assist the team as needed, even with tasks outside typical responsibilities.
  • Experience with Zendesk and/or Intercom is advantageous.
  • Willingness to work from our offices at least three days a week.

Compensation & Benefits:

  • Competitive full-time salary based on experience, along with meaningful equity in a leading industry company.
  • Hybrid work model, combining remote work with an excellent office environment.
  • Unlimited vacation policy; work diligently and take time off as needed.
  • Provision of Apple equipment.
  • Opportunity to play a significant role and advance your career within a rapidly growing global technology firm in an emerging sector.
  • Flexible work culture.

Blockchain is committed to fostering diversity and inclusion in the workplace and is proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, religion, color, national origin, gender, gender expression, sex, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, and apprenticeship. Blockchain makes hiring decisions based solely on qualifications, merit, and business needs at the time.

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