**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. **How to Apply** If you're a motivated and customer-focused individual with a passion for delivering exceptional results, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!