Customer Success Senior Associate

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.