Senior VIP Customer Success Associate to join our Customer Success team, which supports our most valued customers around the world. You9ll 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, you9ll 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. You9ll 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 performance 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.
- Proven experience handling complex, high-value customer escalations with discretion, poise, and business maturity.
- Some experience guiding, mentoring, or coordinating the work of other support agents or contractors is strongly preferred.
- Familiarity with financial operations concepts such as payment flows, trading products, or transaction monitoring.
- Strong written and verbal English; a confident communicator with natural empathy.
- Sharp judgment when navigating sensitive customer situations and high-value financial cases.
- Detail-oriented, calm under pressure, and proactive by nature.
- Comfortable operating autonomously in a fast-moving environment with limited supervision.
- Proficiency with Zendesk, Salesforce, or a comparable CRM platform.
- Eligible to work in the United States (NYC) without sponsorship.
WHY JOIN US- Be part of a global Customer Success organization at the heart of the crypto industry, where user experience defines brand trust.
- Report directly to the CS Director and gain firsthand exposure to strategic decision-making across the business.
- Take on broader ownership and cross-functional reach than a standard support role, with real impact on retention and satisfaction for our most valuable customers.
- Step into a senior role with oversight of a contractor support team, building your leadership experience while remaining hands-on with VIP customers.
- Work within a follow-the-sun team covering VIP customers across all regions and time zones.
- Grow your career in an international, high-ownership culture that values empathy as much as execution.
COMPENSATION & PERKS- Full-time salary based on experience and meaningful equity in an industry-leading company
- Hybrid model (remote & on-site setup is mandatory)
- 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
