Client Success Associate

Client Success Professionals, Ledn is interested in hearing from you!

ABOUT LEDN:

Ledn is the leading bitcoin-backed lender dedicated to providing secure, transparent, and efficient digital asset-based solutions. Our mission is to help clients build long-term wealth in hard assets by offering a suite of innovative products, including interest-earning accounts, loans, and trading services. Serving 100+ markets with $11B in loans issued since 2018, Ledn continues to expand its reach, ensuring clients can access reliable financial products wherever they are.

Our team at Ledn is a passionate group of individuals from diverse backgrounds. What we all have in common is an unshakeable conviction that digital assets can democratize access to the global economy and Ledn’s suite of products & services can play a critical role in doing so. The core values that guide us are: act with integrity always, own it, have a passion for progress, and lead with empathy. Combining these values with our conviction make Ledn an unstoppable force in changing the world for the better. Come join us as we build, innovate and revolutionize financial services!

THE OPPORTUNITY:

As a Client Success Associate, you will be a trusted point of contact for Ledn's global client base, helping current and prospective clients navigate our Bitcoin-backed lending products and related services with clarity, urgency, and care. This is a hands-on, cross-functional role that combines client ownership, operational discipline, regulatory awareness, technical curiosity, and sound judgment. You will work across multiple support channels, use technology and AI-assisted tools to deliver efficient service, and contribute to the continuous improvement of the client journey.

ABOUT THE ROLE:

Client Experience and Communication

• Support current and prospective clients through email, messaging or live chat, phone, and video, providing accurate product information and account guidance.

• Deliver clear, concise, and empathetic responses that help clients understand product functionality, account status, requirements, and next steps while meeting or exceeding service-level expectations.

• Take ownership of client inquiries from intake through resolution, including timely follow-up, expectation setting, and coordination with internal teams.

• Provide proactive, personalized education and support, adapting communication to the client’s needs, including high-value and complex client situations where a high-touch approach may be required.

Operational Ownership and Incident Management

• Manage the complete ticket lifecycle and maintain accurate client records in the support platform, including requester details, ticket fields, tags, categorization, internal notes, status, and follow-up actions.

• Prioritize and investigate inquiries using client impact, risk, service-level commitments, available documentation, and client history to determine the appropriate resolution path.

• Identify, document, and escalate security, fraud, technical, product, compliance, and operational incidents promptly, following established incident-management and escalation procedures and providing complete, actionable context.

• Follow established workflows while exercising sound judgment when a situation is ambiguous, sensitive, or outside standard procedures.

Compliance, KYC/KYB, and Risk

• Perform an initial completeness check of KYC and KYB documentation, identifying missing, invalid, or inconsistent information before referral to Compliance.

• Work with Compliance to support client onboarding and ongoing due diligence, coordinate follow-ups, and help clients provide required documentation or clarification.

• Maintain clear case records, protect sensitive information, and follow applicable policies and escalation protocols. Compliance owns final assessments and approval decisions.

Technology, AI, and Continuous Improvement

• Use CRM, ticketing, administrative, and AI-assisted support tools confidently to research, document, prioritize, and resolve client inquiries.

• Adopt new systems, workflows, and AI capabilities quickly, while validating outputs and maintaining accountability for the accuracy and quality of client communications.

• Identify recurring client pain points, workflow gaps, and automation opportunities, and communicate actionable feedback to improve the client experience.

• Contribute to knowledge-base content, standard operating procedures, quality reviews, testing, and process-improvement initiatives as needed.

• Stay current on product, policy, and operational changes, and quickly translate new information into accurate client guidance and day-to-day support practices.

Cross-Functional Collaboration

• Work closely with AML, Compliance, Regulatory, Operations, Treasury, Product, and Technical teams, completing assigned tasks and process requirements accurately and on time.

• Collaborate with fellow Client Success Associates, share knowledge, and help build consistent capabilities and coverage across the team.

• Participate in special projects, operational pilots, and service improvements that support the evolution of Client Success.

WHAT YOU BRING TO LEDN:

• 2+ years of experience in a client-facing role within banking, financial services, or another regulated environment; professional experience in crypto, digital assets, or fintech is preferred.

• Excellent spoken and written English, with the ability to communicate complex or sensitive information clearly, confidently, and professionally.

• Professional proficiency in at least one language in addition to English; Spanish or Portuguese is strongly preferred.

• Demonstrated professional experience with, or strong working knowledge of, Bitcoin, crypto, blockchain, or digital assets.

• Working knowledge of AML/KYC/KYB frameworks and hands-on familiarity with client onboarding, identity verification, business verification, or account-servicing workflows.

• Strong ownership, urgency, autonomy, and judgment, with a track record of progressing work without requiring step-by-step direction.

• Hands-on experience with CRM and ticketing platforms, with the ability to maintain accurate client records and confidently navigate administrative systems and evolving digital workflows.

• Experience using, or a demonstrated ability to quickly adopt, AI-powered customer-support tools, copilots, chatbots, intelligent triage, or workflow automation.

• Strong attention to detail, discretion, and investigative skills, with the ability to review account history, client communications, and available records to accurately understand issues, document clear conclusions, and recommend appropriate next steps.

• Strong numerical and financial aptitude, with the ability to understand calculations, interpret financial information, and clearly explain concepts such as interest, collateral, LTV, repayments, and loan terms to clients.

• Ability to collaborate effectively across departments and time zones while also working independently in a remote environment.

• Flexibility to work different shifts or coverage periods as required, including occasional weekend coverage as part of a rotating schedule, and to adapt to changing business volumes and operational priorities.

• Willingness to undergo a background checks and credit check if selected.

• Exposure to Bitcoin-backed lending, collateralized lending, credit products, trading, or financial markets.

• Familiarity with customer-support metrics such as SLA, CSAT, first response time, and resolution time.

• Experience contributing to knowledge bases, SOPs, quality assurance, process documentation, or continuous-improvement programs.

PREFERRED:

• Hands-on experience with Zendesk Support, including ticket management, routing, macros, SLAs, and client-history documentation.

• Experience supporting high-value, private wealth, or institutional clients.

• Experience using data analysis and reporting tools (e.g., Looker, Tableau, Excel, or Google Sheets) to interpret support metrics and identify client or operational trends.

CULTURE FIT:

We are looking for someone who combines operational excellence with curiosity, adaptability, and a genuine commitment to the client experience. The ideal candidate will:

• Be passionate about progress, resilient through change, proactive about learning, and comfortable navigating ambiguity in a fast-paced, high-growth environment.

• Bring a builder's mindset and be motivated to create, test, refine, and scale Client Success processes.

• Use AI and emerging technology actively and responsibly to improve personal effectiveness, team capability, and client outcomes.

• Be a collaborative partner who communicates across functions and cultures with empathy, clarity, and respect.

• Demonstrate ownership, integrity, and accountability, especially when managing confidential information or high-impact client situations.

A TASTE OF WHAT WE PROVIDE:

• Tremendous growth opportunities within a global digital asset leader.

• Competitive total rewards package starting on day one.

  • Generous PTO package to ensure ample time off.

  • Company ownership through shared equity.

• Option to work remotely somewhere other than your home base for up to 180 days per year (subject to restrictions).

• A purpose-driven environment where barriers are removed so you love your work.

We are an equal opportunity employment organization and pride ourselves on inclusivity, diversity, and the success that comes from diversity. You may reach out to the Ledn team by emailing accessibility@ledn.io for accommodation requests throughout all stages of the recruitment process. Requests will be addressed confidentially.

Ledn Working Environment: Our global team operates across North America, Latin America, South Africa, and Europe in a remote-first setup.

Please note: Due to high application volume, only qualified candidates will be contacted.

No agencies or recruiters, please. Unsolicited resumes will not be accepted, and we bear no responsibility for associated fees.