Customer Success Senior Associate

4 weeks ago

London, Greater London, United Kingdom Blockchain Full time

Blockchain is the premier software platform for digital assets, dedicated to creating an open and equitable financial future through innovative technology.

Team Overview

At Blockchain, our customers are central to our mission. The Customer Success team is committed to providing exceptional support experiences and empowering our diverse, global clientele.

Position Overview

As a Senior Customer Support Associate, you will be an integral part of our Second Line Support team, delivering top-tier service to millions of users of our products. In this capacity, you will become a subject matter expert, responsible for training, troubleshooting, and addressing customer inquiries and escalations through various communication channels with professionalism and efficiency. You will also stay informed about new product features and functionalities, leveraging this knowledge to enhance customer satisfaction and resolve issues effectively.

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

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

Key Responsibilities:
  • Deliver exceptional customer service to millions of users of our products.
  • Engage with customers empathetically and effectively across multiple platforms, including tickets, emails, and live chat.
  • Serve as a liaison between Customer Success, Product, and Engineering teams regarding product-related issues and bug fixes.
  • Collaborate closely with internal teams to ensure product concerns are communicated clearly and efficiently.
  • Maintain current knowledge of product offerings and support processes to accurately identify and communicate customer escalations, bugs, and requested modifications.
  • Meet performance metrics related to quality, productivity, responsiveness, and customer satisfaction.
  • Utilize internal tools to manage and enhance customer interactions.
  • Work with various internal stakeholders to resolve customer issues promptly and effectively.
  • Participate in project-based work as needed, including cross-functional initiatives and system-related projects.
Qualifications & Skills Required:
  • Minimum of 2 years of experience in a customer-facing role, preferably in the cryptocurrency or Fintech sectors.
  • A customer-centric mindset with a genuine enthusiasm for fostering positive and timely customer experiences.
  • Strong verbal and written communication abilities.
  • High level of integrity and trustworthiness in all customer interactions.
  • Capability to work independently while knowing when to escalate or collaborate with internal teams on critical issues.
  • Attention to detail, especially when addressing customer inquiries.
  • Proven ability to manage multiple priorities, including project-related tasks beyond direct customer contact.
  • Ability to thrive in a fast-paced, evolving environment. You will be part of a high-growth, high-performing team serving millions of customers annually.
  • Resilience and adaptability, with a willingness to assist the team as needed, even if tasks extend beyond typical responsibilities.
  • Experience with Zendesk and/or Intercom is advantageous.
  • Willingness to work from our office at least three days a week.

Compensation & Benefits:

  • Competitive salary based on experience and equity in a leading company.
  • Hybrid work model with a blend of remote and office work.
  • Unlimited vacation policy; we encourage a healthy work-life balance.
  • Provision of Apple equipment.
  • Opportunity to play a significant role and advance your career in a rapidly growing global technology firm.
  • Flexible work culture.

Blockchain is dedicated 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.

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