Customer Success Operations Specialist

Blockchain.com is connecting the world to the future of finance. As the most trusted and fastest-growing global crypto company, it helps millions of people worldwide safely access cryptocurrency. Since its inception in 2011, Blockchain.com has earned the trust of over 90 million wallet holders and more than 40 million verified users, facilitating over $1 trillion in crypto transactions.WHAT YOU WILL DODesign, document, and improve customer success processes, workflows, and operational playbooks.Partner with the CS Director to identify inefficiencies, propose solutions, and track implementation.Deliver regular enablement sessions to team leaders on new products, tools, and processes, empowering them to coach their teams effectively.Collaborate with reporting/analytics stakeholders to surface insights, identify trends, and guide decision-making.Maintain and improve knowledge resources (internal documentation and Help Center) in partnership with product and support teams.Act as a trusted thought partner to the CS Director, ensuring issues are escalated with clear proposals and solutions.Support strategic projects such as backlog reduction, SLA reinstatement, and customer journey documentation.WHAT YOU WILL NEEDStrong analytical and problem-solving skills; ability to turn data and feedback into clear actions.Experience in customer success, operations, enablement, or process improvement roles.Excellent communication and facilitation skills; confident in training or presenting to team leaders.Comfort with reporting tools and interpreting customer metrics (e.g., Zendesk Explore, Intercom reporting, CRM dashboards).Proactive mindset with ownership for driving improvements rather than waiting for instructions.Interest in crypto/fintech is a plus; curiosity and adaptability are essential.Positive energy and a collaborative spirit, with the maturity to act as a trusted partner to leadership.WHY JOIN USBe the operational backbone of a global CS team, working directly with the Director of Customer Success.Influence decision-making and help shape how we deliver best-in-class support.A unique mix of operations, enablement, and strategy exposure in a high-growth fintech/crypto company.Career path growth into senior operations, enablement, or leadership roles.COMPENSATION & PERKSCompetitive full-time salary based on experience and meaningful equity in an industry-leading companyAwesome office location in the heart of ParisWork from Anywhere Policy: You can work remotely from anywhere in the world for up to 20 days per year.The opportunity to be a key player and build your career at a rapidly expanding, global technology company in an exciting, emerging industryUnlimited vacation policy; work hard and take time when you need itPerformance-based bonuses paid in cashApple equipment provided by the company#LI-HybridBlockchain is committed to diversity and inclusion in the workplace and is proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, religion, color, national origin, gender, gender expression, sex, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by law. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, and apprenticeship. Blockchain makes hiring decisions based solely on qualifications, merit, and business needs at the time.You may contact our Data Protection Officer by email at dpo@blockchain.com. 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 the right to data portability. In addition, you may lodge a complaint with an EU supervisory authority.#LI-Hybrid #J-18808-Ljbffr