Customer Experience Associate
About the Role
You will interact directly with customers, own first-line responses, and shape operational processes. You will guide enterprise client onboarding, monitor inbound requests, analyze customer pain points, and collaborate with engineers and product to deliver scalable solutions. You will document best practices, maintain the public knowledge base, and support implementation of new AI tools.
Requirements
- Ability to work from the New York City office
- 1-3+ years experience in customer support or customer-facing roles
- Superb communication skills
- Comfort collaborating with senior stakeholders including engineers and product managers
- Strong troubleshooting, documentation, and customer experience skills
- Appetite for ownership and proactive iteration
- Direct experience in blockchain, crypto, or digital asset platforms (bonus)
Responsibilities
- Provide world-class customer experiences
- Define and grow support operations
- Collaborate on client onboarding with Solutions Engineers
- Monitor inbound requests and analyze customer pain points
- Partner with stakeholders and advocate for client success
- Document and codify best practices and update the knowledge base
- Support implementation of AI tools and oversee the public knowledge base
Benefits
- Equity
- Performance-based bonuses