Experienced Customer Success Senior Associate – Web & Digital Asset Support

At blithequark, we're revolutionizing the world of digital assets, and we're looking for a talented Customer Success Senior Associate to join our Prime team. As a key player in our Customer Success department, you'll be responsible for delivering exceptional service to millions of customers, with a focus on high-value segments. If you're passionate about serving a global and diverse customer base, have a knack for troubleshooting complex issues, and are eager to grow your career in a rapidly expanding industry, we want to hear from you. About blithequark blithequark is the world's leading software platform for digital assets. Our mission is to create an open, accessible, and fair financial future, one piece of software at a time. We're driven by a passion for innovation, a commitment to excellence, and a desire to make a meaningful impact on the world. Our team is comprised of talented individuals from diverse backgrounds, united by a shared vision and a passion for delivering exceptional results. The Role As a Customer Success Senior Associate on our Prime team, you'll be responsible for providing high-touch, tailored support to high-value customers across multiple channels, including tickets, email, live chat, social media, and in-person events. You'll act as a bridge between customers and our Product and Engineering teams, ensuring feedback, bugs, and feature requests are clearly reported and efficiently addressed. You'll stay up-to-date on all blithequark products and use this knowledge to enhance the customer experience and deliver exceptional support. Key Responsibilities * Deliver best-in-class service to millions of customers using blithequark products, with particular focus on high-value customer segments, ensuring clients receive timely, accurate, and high-touch support. * Communicate clearly and professionally with customers across multiple channels, always in English and with a customer-first tone. * Act as the voice of the customer: proactively identify, document, and escalate bugs, product feedback, and feature requests to Product and Engineering, ensuring issues are scoped and communicated accurately. * Collaborate closely with internal stakeholders to ensure product issues are reported and resolved clearly, quickly, and efficiently. * Maintain expert-level product knowledge and a solid understanding of support and engineering processes to triage and communicate escalations effectively. * Contribute to continuous improvement: participate in projects to enhance customer success processes, tools, and workflows, as well as identify and occasionally create improvements for public-facing help content and self-service opportunities. * Use internal tools (e.g. Zendesk, Intercom) to manage and optimize customer interactions, ensuring accurate tagging, categorization, and data capture for all segments, especially high-value customers. * Achieve and exceed key performance metrics related to quality, productivity, responsiveness, and customer satisfaction. * Handle project-based assignments, including cross-functional initiatives, tooling enhancements, and operational process changes. Essential Qualifications * 2+ years in a customer-facing role, ideally within cryptocurrency, fintech, or another regulated/high-growth industry. * Proven track record handling complex and escalated customer issues, including experience providing tailored, high-touch support to high-value clients (VIP or equivalent). * Excellent verbal and written communication skills; able to translate technical concepts into simple, clear explanations. * Utmost integrity and trustworthiness in all customer interactions. * Ability to work independently while knowing when to escalate and when to collaborate with internal stakeholders. * Strong attention to detail, particularly in reviewing, troubleshooting, and documenting customer inquiries and product feedback. * Demonstrated ability to manage multiple priorities, including project-based work beyond day-to-day customer contact. * Adaptability and resilience in a fast-changing, high-growth environment; willing to roll up your sleeves to support team goals, even beyond core responsibilities. Preferred Qualifications * Familiarity with customer support platforms such as Zendesk and/or Intercom. * Experience creating, reviewing, or improving customer self-service content. * Willing and able to work from our London office at least 4 days per week. What We Offer * Full-time salary based on experience and meaningful equity in an industry-leading company. * This is a hybrid role based in our London office, with a mandatory in-office presence four days per week. * Work from Anywhere Policy: You can work remotely from anywhere in the world for up to 20 days per year. * ClassPass * 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 Why Join blithequark? * We're a rapidly expanding company with a global presence, offering opportunities for growth and development. * We're committed to diversity and inclusion in the workplace, and we're proud to be an equal opportunity employer. * We offer a competitive salary and benefits package, including equity in the company. * We're passionate about innovation and making a meaningful impact on the world. If you're a motivated and customer-focused individual with a passion for delivering exceptional results, we want to hear from you. Please apply including your resume and a cover letter, to. We can't wait to hear from you!