Senior VIP Customer Success Associate (Web3)

TL;DR

Senior VIP Customer Success Associate (Web3): Managing high-value customer relationships and resolving complex financial issues with an accent on account security, transaction monitoring, and VIP escalation management. Focus on supervising contractor support agents, coordinating with OTC desks, and driving retention for high-net-worth users.

Location: Hybrid; must be based in Dallas, Texas

Company

A global crypto company and one of the most trusted platforms for accessing cryptocurrency, facilitating over $1 trillion in transactions.

What you will do

• Own and resolve complex, high-stakes customer issues end-to-end with accuracy and urgency.
• Conduct deep-dive investigations into account issues, transaction discrepancies, and payment delays.
• Supervise, coach, and provide performance feedback to a small group of contractor support agents.
• Coordinate with the OTC desk for trade-related requests for eligible VIP customers.
• Escalate critical issues to Engineering and Finance Operations with structured analysis.
• Collaborate with Product, Risk, and Operations teams to ensure seamless service for high-value users.

Requirements

• 3 to 5 years in Customer Success, Account Management, or Support within fintech, crypto, or banking.
• Experience handling complex, high-value customer escalations with discretion and business maturity.
• Eligible to work in the United States (Dallas) without sponsorship.
• Proficiency with Zendesk, Salesforce, or a comparable CRM platform.
• Strong written and verbal English communication skills.

Nice to have

• Experience guiding, mentoring, or coordinating the work of other support agents or contractors.

Culture & Benefits

• Hybrid work model (remote & on-site setup).
• Full-time salary and meaningful equity in an industry-leading company.
• Unlimited vacation policy.
• Apple equipment provided.
• High-ownership culture with flexible work arrangements.