Senior VIP Customer Success Associate

Blockchain 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 has earned the trust of over 90 million wallet holders and more than 40 million verified users, facilitating over $1 trillion in crypto transactions. We're looking for a Senior VIP Customer Success Associate to join our Customer Success team, which supports our most valued customers around the world. You'll own complex issues end-to-end, build lasting relationships with high-value users, and operate with a level of autonomy and cross-functional reach that goes well beyond a standard support role. In addition, you'll supervise a small group of contractor support agents who handle VIP tickets created during US business hours, serving as their primary point of guidance and escalation. This position strengthens our global follow-the-sun coverage model and will be based in NYC. You'll work closely with peers across regions while serving as a key point of contact for VIP customers during US local hours. You will report directly to the Director of Customer Operations. WHAT YOU WILL DO Own and resolve complex, high-stakes customer issues end-to-end with care, accuracy, and urgency. Conduct deep-dive investigations into account issues including transaction discrepancies, payment delays, and access problems. Build trusted, long-term relationships with high-value customers by understanding their needs and anticipating solutions. Support VIP customers on trade-related requests, including coordinating with our OTC desk for eligible transactions. Escalate critical issues to Engineering and Finance Operations with full context, structured analysis, and clear next steps. Monitor VIP customer activity during US regional hours and proactively flag anomalies or service disruptions to the relevant teams. Supervise a small group of contractor support agents covering VIP tickets created during US business hours, acting as their primary point of guidance and escalation. Review the quality and accuracy of their resolutions, and provide coaching and performan ce feedback to maintain VIP service standards. Collaborate with Product, Risk, and Operations to ensure seamless service delivery for our highest-value users. Track and report on VIP issue trends, feedback, and resolution outcomes to drive continuous improvement in the customer experience. WHAT YOU WILL NEED 3 to 5 years in Customer Success, Account Management, or Support within fintech, crypto, banking, wealth management, or regulated B2C technology.