Customer Support 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.

Team Description

At Blockchain.com, our customers are at the heart of everything we do. The Customer Success team is dedicated to delivering seamless support experiences and customer enablement to our rapidly growing, global customer base.

Role Description

As a Customer Support Senior Associate, you will join our Second Line Support team and provide the highest level of service to millions of customers using Blockchain.com products. In this role, you’ll become a product expert, responsible for training, troubleshooting, and resolving customer inquiries and escalations through various channels professionally and promptly. Additionally, you’ll maintain an up-to-date understanding of new Blockchain.com products and functionality, utilizing this knowledge to enhance customer experience and resolve reported issues. 

Successful candidates in this role will be able to resolve and communicate technical issues to our customers simply, concisely, and empathetically while collaborating well with cross-functional stakeholders. They should have a passion for providing excellent customer service to a global and diverse customer base, along with a keen interest in crypto.

Finally, this role also requires the ability to handle project-based work on an as-needed basis, including cross-functional projects as well as projects related to tooling and systems.

What You’ll Do:

• Provide the highest level of customer service to millions of customers using Blockchain.com products.
• Communicate effectively and empathetically with customers across multiple channels, including tickets, emails, and live chat (in English).
• Act as a bridge between Customer Success, Product, and Engineering teams on product issues and bug resolution.
• Work closely with internal stakeholders to ensure product issues are reported clearly, quickly, and efficiently.
• Maintain up-to-date product knowledge and understanding of support and engineering processes to effectively identify, scope, and communicate customer escalations, bugs, and other requested product modifications.
• Achieve key performance metrics related to quality, productivity, responsiveness, and customer satisfaction.
• Learn and utilize internal tools to manage and optimize all customer interactions.
• Work with internal stakeholders across the organization to resolve customer issues in a timely and effective manner.
• Handle project-based work on an as-needed basis, including cross-functional projects and projects related to tooling and systems.

Experience & Skills We’re Looking For:

• 2+ years of experience in a customer-facing role, ideally within cryptocurrency and/or Fintech industries.
• Customer-first mindset; a genuine passion for creating positive, timely, and thoughtful customer experiences.
• Excellent verbal and written communication skills.
• Utmost integrity and trustworthiness in all customer interactions.
• Ability to work independently while knowing how and when to escalate and/or collaborate with internal stakeholders on critical customer issues.
• Strong attention to detail, particularly when reviewing and responding to customer inquiries.
• Demonstrated ability to manage multiple priorities, including project-based assignments that stretch beyond customer contact.
• Ability to thrive in a rapidly-changing, ambiguous environment. You will be part of a high-growth, high-performing team that is constantly evolving while also serving millions of customers annually.
• Resilience and flexibility. Willingness to roll up your sleeves and help the team as needed, even if tasks fall outside typical responsibilities.
• Experience working from Zendesk and/or Intercom is a plus.
• Willing and able to work from our London or Vilnius office at least 3 days a week.

Compensation & Perks:

• Full-time salary based on experience and meaningful equity in an industry-leading company
• Hybrid model working from home & awesome office location in the heart of London 
• Unlimited vacation policy; work hard and take time when you need it
• Apple equipment
• The opportunity to be a key player and build your career at a rapidly expanding, global technology company in an emerging field
• Flexible work culture  

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 need at the time.

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