BlockFi is hiring a

Web3 Client Service Analyst - US West

Client Service Analyst

BlockFi is looking for a Client Service Analyst to join our growing Client Success team

Please note: the expectation for this role is that you will work Tuesday - Saturday.

About the team

Love Client Servicing? Interested in Crypto? Want to be part of a global team with their sights set on changing the global financial ecosystem? We’re excited to announce we’re hiring our next class of Client Service Analysts in BlockFi history who’ll join us in redefining what best-in-class client service means.

This role will be focused on providing exceptional support to our clients via phone, chat, and email correspondence, diagnosing client challenge and triaging solutions across our Client Success and broader team, and overall, championing exceptional client experiences. This is a critical role for BlockFi’s client engagement and is an incredible opportunity to build foundational crypto, client servicing, communication, project management, and other skills in an environment that fosters employee growth, development, and professional achievement… and has a lot of fun doing it.

Primary Responsibilities

• Serves as the primary point of contact for internal and external clients to resolve outstanding issues, comply with Client requests, and respond to client inquiries (Email, Phone and Live Chat)
• Responsible for providing amazing support that exceeds other FinTech organizations, raising the bar at every Client Interaction
• Responsible for managing client communication and engagement during the first portion of the client journey
• Actively engage with our client base from point of application through onboarding and funding
• Assess client satisfaction and extract key business needs/issues to inform future renewal and churn risk
• Align with leadership regularly to discuss and optimize account onboarding strategy and share Client feedback across functions
• When unable to resolve the problem in a reasonable amount of time, escalate to the appropriate resource. Follow up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge
• Applies company policies and procedures to resolve routine issues
• Documents all enquiries and Client-reported issues in the client tracking system (Zendesk, TalkDesk), including the reason for the inquiry, its nature, and the resolution recommended
• Adhere to company policies and procedures, appropriate service entitlement verification and problem escalation
• Meet or exceed established KPI's and Quality Standards (including but not limited to Reply/Resolution Time, Client Satisfaction Score, Quality, etc)
• Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
• Flexibility, versatility, dependability
• Demonstrate a proactive mindset, constantly thinking ahead and anticipating client needs and/or concerns, while keeping their business goals top-of-mind
• Dynamic: Understand what it means to move fast, pivot with change, growth mindset, collaborate cross functionally and bring people together towards a common goal

What you should have:

• 1-2 years of industry experience in a client-facing role
• An understanding of blockchain technology and crypto assets
• Eagerness to learn and help BlockFi scale
• Excellent interpersonal and communication skills
• Excited to work in an early-stage company and have a high impact on the future of the company’s growth
• Commitment to providing exceptional, world class Client Service is a must
• Ability to effectively interact and maintain professionalism with Clients at all levels via phone, chat, and email. • Ability to follow through on, both verbal and written, instructions and effectively adhere to company and department procedures
• Ability to work independently and as part of a team in a client-driven, fast-paced environment.
• Time-management skills are crucial to deliver solutions to both clients and internal stakeholders
• Additional language skills are preferred

Your Perks:

We benefit from the great work our employees do each day. That is why we are committed to providing a variety of awesome benefits to help them live their best lives.

• Competitive salary because we value your experience and expertise
• Unlimited vacation / sick days because everyone deserves time for R&R
• Employer contribution towards health coverage (including vision & dental) because your physical health and well-being is important to us
• Various fringe benefits such as 401k, Parental Leave, FSA/HSA, and Employee Assistance Programs because health coverage is more than just choosing your yearly plan
• Flexible work environment because we are a geographically dispersed team and we believe in balance
• Pet insurance because all of your beloved family members should have coverage too
• Weekly lunch stipend because there is such a thing as a free lunch!
• A close-knit team of enthusiastic, collegial and driven people to work alongside in a highly meritocratic environment because teamwork makes the dreamwork

Apply Now: