Senior VIP Customer Success Associate

Skills

About the Role

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. You'll also 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. You'll work closely with peers across regions while serving as a key point of contact for VIP customers during US local hours, reporting directly to the Director of Customer Operations.

Requirements

• 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.

Responsibilities

• 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 the 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 the highest-value users.
• Track and report on VIP issue trends, feedback, and resolution outcomes to drive continuous improvement in the customer experience.

Benefits

• Meaningful equity
• Performance-based bonuses
• Apple equipment provided by the company
• Work from Anywhere Policy: remote work from anywhere for up to 20 days per year
• Health insurance reimbursement