Blockchain.com is hiring a

Web3 Prime Services Lead

Blockchain is the world's leading software platform for digital assets. Offering the largest production blockchain platform in the world, we share the passion to code, create, and ultimately build an open, accessible and fair financial future, one piece of software at a time.

At Blockchain.com, we aim to put our customers at the center of everything we do. The Customer Success team is at the forefront of delivering seamless support experiences and customer enablement to our rapidly growing, global customer base. Our Prime Services team is dedicated to providing the best possible customer experience to our highest net worth customers.

We’re seeking a collaborative, energetic and experienced Lead to join our Prime Services team. As a member of Prime Services, you will be responsible for providing personalized, white glove service to Blockchain.com’s high-net worth customers, while orchestrating and managing communications with a broad group of internal stakeholders to ensure a delightful customer experience. In addition to delivering excellent customer service, you will also be responsible for handling operational aspects of client accounts, helping the team with process creation and improvement, and identifying opportunities for deeper engagement with our Prime clients.

As the leader of our Prime Services team you will lead from the front and be responsible for managing our highest value retail accounts personally. You will report into the Global Head of Customer Success and take a leading role in shaping the future of VIP support at Blockchain.com.

WHAT YOU WILL DO

• Lead a small global team of passionate, high performing account managers.
• Act as a dedicated account manager for a portfolio of crypto-passionate VIP customers using Blockchain.com products and services
• Provide reactive support to our Prime clients by answering emails, phone calls, Social Media messages and live-chat inquiries about our Wallet, Brokerage, Exchange and other product offerings
• Educate clients on all significant product changes and provide feedback on product and policy to relevant internal stakeholders
• Work closely with internal stakeholders to ensure product issues are reported quickly and efficiently and advocate for your clients always.
• Communicate regularly in English on multiple channels, including tickets, emails and live-chat.
• Help answer customer queries regarding our Wallet, Brokerage , Exchange and other product lines
• Maintain a strong sense of ownership and accountability for our clients, including communicating clearly and in a timely manner on all requests and matters
• Serve as a backup to other Prime Associates as necessary
• Learn constantly, adapt to the needs of the teams, and build your cryptocurrency knowledge.
• Navigate cross-functionally as needed to help resolve complex customer issues

WHAT YOU WILL NEED

• At least 3 years prior leadership experience within Banking, Finance or FinTech, or equivalent experience preferred.
• Strong understanding of cryptocurrencies and trading products is vital for this role.
• Experience working with high-net worth clients a plus
• Outstanding client communication skills, both written and verbal. You know how to build rapport and trust, and have a unique flair for delivering important and sensitive information to HNW clients
• Natural problem-solver. You’re known for identifying the root cause of problems and following through on creative solutions.
• Utmost integrity and trustworthiness in all client interactions
• Resilience, empathy and compassion for our customers. You will be the first point of contact for some of our most valued clients and will be relied upon to ensure they get the absolute highest level of support at all times.
• Flexibility. You will be an integral member of a small but growing specialist team supporting VIP clients globally 365 days a year.
• Excel working in a fast-paced, rapidly-changing environment

COMPENSATION & PERKS

• Competitive full-time salary
• The opportunity to be a key player and build your career at a rapidly expanding, global technology company in an exciting, emerging industry.
• Unlimited vacation policy; work hard and take time when you need it.
• Crypto Bonus paid after 12 months of service, for your first 3 years at Blockchain.com
• Beautiful office locations and remote working options.

APPLICATION

• CV
• LinkedIn profile.
• Link to personal website and/or blog (if applicable)

When you apply to a job on this site, the personal data contained in your application will be collected by one or more of the following subsidiaries of Blockchain Luxembourg S.A (each, a “Controller”):

• Blockchain Access UK Ltd.
• Blockchain (GB) Limited
• Blockchain (US), Inc.
• Blockchain (LT), UAB

You may contact our Data Protection Officer by email at [email protected]. Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment.

Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer will be subject to appropriate additional safeguards under the standard contractual clauses.

Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for employment. Under the GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have to right to data portability. In addition, you may lodge a complaint with an EU supervisory authority.

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