Senior VIP Customer Success Associate

Skills

About the Role

You will own complex, high-stakes customer issues end to end with care, accuracy, and urgency. You will conduct deep dive investigations into account issues including transaction discrepancies, payment delays, and access problems. You will build trusted, long term relationships with high-value customers by understanding their needs and anticipating solutions. You will support VIP customers on trade related requests, including coordinating with our OTC desk for eligible transactions. You will escalate critical issues to Engineering and Finance Operations with full context, structured analysis, and clear next steps. You will monitor VIP customer activity during US regional hours and proactively flag anomalies or service disruptions to the relevant teams. You will 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. You will review the quality and accuracy of their resolutions, and provide coaching and performance feedback to maintain VIP service standards. You will collaborate with Product, Risk, and Operations to ensure seamless service delivery for our highest-value users. You will track and report on VIP issue trends, feedback, and resolution outcomes to drive continuous improvement in the customer experience.

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.
• Eligible to work in the United States (Dallas) without sponsorship.

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 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.

Benefits

• Meaningful equity
• Hybrid work model with remote and on-site options
• Unlimited vacation policy
• Apple equipment
• Flexible work culture