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 VIP account management and cross-functional escalation. Focus on supervising contractor support teams, coordinating with OTC desks, and optimizing the VIP customer experience.

Location: Buenos Aires (Palermo office), mandatory in-office presence four days per week

Company

hirify.global is a leading global crypto company providing secure cryptocurrency access to millions of users worldwide.

What you will do

• Own and resolve complex, high-stakes customer issues end-to-end with urgency and accuracy.
• Conduct deep-dive investigations into transaction discrepancies and account access problems.
• Build long-term relationships with high-value customers and coordinate trade requests with the OTC desk.
• Supervise and coach a small group of contractor support agents covering US business hours.
• Collaborate with Engineering, Finance, Risk, and Product teams to ensure seamless service delivery.
• Track VIP issue trends and report outcomes to drive continuous improvement.

Requirements

• 3 to 5 years of experience in Customer Success or Account Management within fintech, crypto, or banking.
• Proven track record of handling high-value customer escalations with discretion and maturity.
• Experience mentoring or coordinating the work of other support agents or contractors.
• Familiarity with financial operations, payment flows, and transaction monitoring.
• Proficiency with Zendesk, Salesforce, or comparable CRM platforms.
• Must be based in Buenos Aires for a mandatory 4-day weekly office presence

Culture & Benefits

• Competitive full-time salary and meaningful equity in an industry-leading company.
• Performance-based bonuses.
• Apple equipment provided by the company.
• Health insurance reimbursement.
• Work from Anywhere Policy: remote work available for up to 20 days per year.
• High-ownership culture within an international, distributed team.