WHAT YOU WILL DO

• 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.

WHAT YOU WILL NEED

• 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.

WHY JOIN US

• Be part of a global Customer Success organization at the heart of the crypto industry, where user experience defines brand trust.
• Report directly to the CS Director and gain firsthand exposure to strategic decision-making across the business.
• Take on broader ownership and cross-functional reach than a standard support role, with real impact on retention and satisfaction for our most valuable customers.
• Step into a senior role with oversight of a contractor support team, building your leadership experience while remaining hands-on with VIP customers.
• Work within a follow-the-sun team covering VIP customers across all regions and time zones.
• Grow your career in an international, high-ownership culture that values empathy as much as execution.

COMPENSATION & PERKS

• Full-time salary based on experience and meaningful equity in an industry-leading company.
• Hybrid model (remote & on-site setup is mandatory).
• 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.