Senior VIP Customer Success Associate @Blockchain

Overview

Blockchain is a global crypto company dedicated to connecting the world to the future of finance. They are looking for a Senior VIP Customer Success Associate to join their Customer Success team, supporting high-value customers around the world.

Key Responsibilities

• Own and resolve complex, high-stakes customer issues end-to-end.
• Conduct deep-dive investigations into account issues.
• Build trusted relationships with high-value customers and support trade-related requests.
• Escalate critical issues with full context and structured analysis.
• Monitor VIP customer activity during US regional hours.
• Supervise contractor support agents covering VIP tickets during US business hours.
• Provide coaching and feedback to ensure VIP service standards.
• Collaborate with multiple teams to ensure seamless service delivery.
• Track and report on VIP issue trends and feedback.

Requirements

• 3 to 5 years in Customer Success or related fields in fintech or regulated B2C technology.
• Experience handling complex customer escalations and guiding other support agents.
• Familiarity with financial operations concepts.
• Strong written and verbal English communication skills.
• Detail-oriented, proactive, and comfortable in a fast-moving environment.
• Proficiency with Zendesk, Salesforce, or a similar CRM platform.

Benefits

• Competitive full-time salary based on experience and equity.
• Opportunity to grow career in a global technology company.
• Performance-based bonuses.
• Apple equipment provided.
• Work from anywhere policy for up to 20 days per year.
• Health insurance reimbursement.

Location

This role requires in-office presence four days per week, in the Palermo office.

How to Apply

Interested candidates should apply through the provided application link.