Senior VIP Customer Success Associate

📋 Description

• 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.
• Build trusted relationships with high-value customers by understanding needs.
• Support VIP customers on trade requests, coordinating with the OTC desk.
• Escalate critical issues to Engineering and Finance with context and next steps.
• Monitor VIP activity during US hours and flag anomalies to relevant teams.

🎯 Requirements

• 3-5 years in Customer Success, Account Management, or Support in fintech/crypto.
• Experience handling complex escalations with discretion and maturity.
• Experience guiding or coordinating other support agents or contractors preferred.
• Familiarity with payment flows, trading products, or transaction monitoring.
• Proficiency with Zendesk, Salesforce, or similar CRM.
• Strong written and verbal English, with empathy.

🎁 Benefits

• Equity in the company
• In-office presence four days per week in Palermo
• Opportunity to be a key player in a rapidly expanding tech company
• Performance-based bonuses
• Apple equipment provided by the company
• Work from Anywhere Policy: remote up to 20 days per year