Senior VIP Customer Success Associate at Blockchain.com.
About the role Blockchain.com is on the lookout for a passionate and skilled individual to take charge of managing relationships and addressing complex inquiries for our most valued global clients. This role is pivotal as it involves overseeing contractor support teams during US business hours and acting as a primary escalation point for issues related to high-value accounts. The idóneo candidate will thrive in a fast-paced environment and demonstrate a commitment to delivering exceptional customer service.
Key facts
Location: Buenos Aires, Palermo office Engagement: Full-time, with a requirement for in-office presence four days a week Team: Customer Success
What you’ll do
- Address and resolve high-priority account issues, which may include payment delays, discrepancies in transactions, and access challenges.
- Establish and nurture long-lasting relationships with VIP clients, allowing for a deeper understanding of their needs and the provision of proactive solutions.
- Collaborate with the Over-the-Counter (OTC)
desk to facilitate eligible trade requests efficiently.
- Escalate urgent issues to the Finance Operations and Engineering teams, providing thorough analyses to aid in swift resolution.
- Monitor account activities during US business hours to detect and report any anomalies or irregularities.
- Lead and mentor a small team of contractor support agents, ensuring high standards in ticket quality and overall performance.
- Conduct analysis and generate reports on VIP customer trends to enhance service delivery and customer satisfaction.
- Engage in continuous improvement initiatives to refine processes and enhance the customer experience for our VIP clientele.
- Participate in cross-departmental meetings to align on customer needs and service enhancements.
- Provide feedback to product teams based on customer insights and experiences to help shape future developments.
- Stay updated on industry trends an