- Act as the personal, named contact for VIP members in the in-app messaging hub.
- Manage member relationships end-to-end, including onboarding, welcome, proactive check-ins, and issue resolution.
- Handle high-stakes situations such as compromised wallets, missing funds, and large transactions with discretion and urgency.
- Triage and escalate cases to engineering, leadership, or support teams when necessary.
- Engage members across multiple channels including in-app chat, email, X, Telegram, and Discord.
- Coordinate VIP experiences such as welcome gifts, events, and early feature access.
- Channel member feedback into product improvements and help define team playbooks and standards.
BlockchainAccount ManagementCustomer Success+1 more