Blockchain Support Specialist

2 days ago


London, Greater London, United Kingdom Promote Project Full time

At Blockchain.com, we are seeking a highly skilled Senior Customer Experience Associate to join our Second Line Support team. As a key member of our Customer Success team, you will provide exceptional customer service to millions of users worldwide.

This role involves becoming a product expert, responsible for training, troubleshooting, and resolving customer inquiries and escalations through various channels professionally and promptly. You will maintain an up-to-date understanding of new Blockchain.com products and functionality, utilizing this knowledge to enhance customer experience and resolve reported issues.

You will also be responsible for handling project-based work on an as-needed basis, including cross-functional projects and projects related to tooling and systems.

Key Responsibilities:
  • Provide high-quality customer service to millions of customers using Blockchain.com products.
  • Communicate effectively with customers across multiple channels, including tickets, emails, and live chat.
  • Act as a bridge between Customer Success, Product, and Engineering teams on product issues and bug resolution.
  • Maintain up-to-date product knowledge and understanding of support and engineering processes.
  • Achieve key performance metrics related to quality, productivity, responsiveness, and customer satisfaction.

The estimated salary for this role is £45,000 - £60,000 per annum, depending on experience and location. Our hybrid model allows for flexible working from home and office, with the option to work from London or Vilnius offices at least 3 days a week.



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