Customer Success Senior Associate

Prudence Holdings; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading global crypto company is seeking a Customer Success Senior Associate to provide exceptional service to high-value customers. This role involves troubleshooting complex inquiries, collaborating with Product and Engineering teams, and maintaining expert product knowledge. Candidates should have 2+ years in customer-facing roles, excellent communication skills, and the ability to manage multiple priorities. The position is hybrid, based in London, with a work-from-anywhere policy for up to 20 days per year.

Benefits

Full-time salary based on experience

Equity in the company

Unlimited vacation policy

ClassPass

Qualifications

• 2+ years in a customer-facing role, ideally in cryptocurrency or fintech.
• Proven track record in handling complex customer issues with high-touch support.
• Ability to translate technical concepts into clear explanations.

Responsibilities

• Deliver best-in-class service to high-value customers.
• Act as the voice of the customer, documenting and escalating issues.
• Collaborate with internal teams to manage product feedback and bugs.

Skills

Excellent verbal and written communication skills

Attention to detail

Ability to manage multiple priorities

Adaptability and resilience

Tools

Zendesk

Intercom

Job description

Overview

Blockchain.com is connecting the world to the future of finance. As the most trusted and fastest-growing global crypto company, it helps millions of people worldwide safely access cryptocurrency. Since its inception in 2011, Blockchain.com has earned the trust of over 90 million wallet holders and more than 40 million verified users, facilitating over $1 trillion in crypto transactions. 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.

As a Customer Success Senior Associate on our Prime team, you will provide exceptional service to millions of customers, with a focus on high-value segments. You’ll become a product expert, skilled at troubleshooting and resolving complex or escalated inquiries across multiple channels, always with professionalism, accuracy, and empathy.

In this role, you’ll act as a bridge between customers and our Product and Engineering teams, ensuring feedback, bugs, and feature requests are clearly reported and efficiently addressed. You’ll stay up to date on all Blockchain.com products and use this knowledge to enhance the customer experience and deliver high-touch, tailored support.

You will communicate technical issues simply and clearly, collaborate effectively with cross-functional teams, and show a genuine passion for serving a global and diverse customer base. The role also offers opportunities to improve processes, tools, and self-service through project-based work.

WHAT YOU WILL DO

• 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.

WHAT YOU WILL NEED

• 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 & PERKS

• Full-time salary based on experience and meaningful equity in an industry-leading company
• This is a hybrid role based in our London office, with a mandatory in-office presence four days per week.
• Work from Anywhere Policy: You can work remotely from anywhere in the world for up to 20 days per year.
• ClassPass
• Unlimited vacation policy; work hard and take time when you need it
• The opportunity to be a key player and build your career at a rapidly expanding, global technology company in an emerging field

EEO & Data Privacy

Blockchain is committed to 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.

For recruitment-related activities, Blockchain may process your data as described by our Data Protection Officer. You may contact our DPO by email at [e-mail].

Your personal data may be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Blockchain to manage its recruitment process. If you are located outside the United States, this transfer will be subject to appropriate safeguards under standard contractual clauses.