Client Success Associate

Client Success Associates, Ledn is interested in hearing from you
Ledn
is a global financial services company built for digital assets, helping to improve the everyday lives of Bitcoin holders while building generational wealth for the future. We offer a suite of egalitarian lending, savings and trading products to digital asset holders in over 150 countries around the world. Through our products & services, we can make a difference in the lives and futures of our clients - in real terms.
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 play a critical role in providing exceptional support and guidance to our global client base. You will be the front line of communication, ensuring clients have a smooth, informed experience while using our Bitcoin-backed lending products. This is a highly cross-functional role requiring strong client relationship skills, technical curiosity, and a high sense of urgency.
About the Role:
Interact with current and prospective clients via email, phone, and video, providing product information and support across our lending and savings offerings
Deliver clear and concise responses to client inquiries to ensure a strong understanding of product functionality and account status in order to meet or exceed our SLAs
Ticket management and use of support tools
Proactive client education and guidance
Review and validate KYC documents in accordance with internal AML policies, including sanctions list checks and compliance reviews
Provide timely follow-up to clients regarding missing or invalid documentation
Strict compliance with internal policies and regulations
Effective escalation of incidents
Collaborate with technical and product teams to process requests and troubleshoot issues as needed
Support and work closely with the AML, Compliance, Regulatory, Operations, and Treasury teams by adhering to and actioning all assigned tasks, requests, and process requirements in a timely and accurate manner.
Collaboration on special projects and process improvements
Suggest and communicate feedback internally to improve client experience and journey automation
Assist and collaborate with fellow CS Associates to build shared capabilities across the team
Minimum Requirements:
2+ years
of experience in client-facing roles within
fintech or traditional banking
Excellent spoken and written English ; confident and professional communication is a must
Strong sense of urgency, ownership, and autonomy — you thrive in fast-paced environments and don't wait to be told what to do
Proven ability to manage sensitive information with discretion and professionalism
Demonstrated tech-savviness and comfort with CRMs and administrative platforms; experience with automation tools is a strong plus
Familiarity with CRM systems (e.g., Salesforce, HubSpot, Zendesk) and ability to log and track detailed client interactions
Attention to detail and commitment to providing timely, accurate information
A strong team player who's comfortable collaborating across departments, but also confident working independently
Flexibility to work various shifts as required, with the ability to adapt to changing business volumes and operational priorities.
Must be willing to undergo a background check and a credit check if selected
Nice to Have:
Experience working in
crypto, Bitcoin, or blockchain-related companies
Working knowledge of
AML/KYC
frameworks
Bilingual or multilingual abilities
Familiarity with client onboarding and account servicing workflows
Culture Fit:
We're looking for more than just operational excellence — we want a leader who thrives in the startup or tech environment and embodies our values. The ideal candidate will:
Have a passion for progress by being adaptable and resilient, and is comfortable navigating ambiguity in a high-growth, fast-paced environment.
Have a builder's mindset, excited to create, iterate, and scale legal practices.
Be a collaborative partner, able to influence across functions and cultures with empathy and clarity.
Demonstrate integrity and accountability, especially in managing confidential information across diverse legal and cultural contexts.
Have worked in a remote environment before.
A Taste of What We Provide:
As one of the world's leading digital asset companies, we provide tremendous growth opportunities.
Comprehensive, best-in-class total rewards package that starts on your first day
We offer a competitive PTO package that ensures you have the time off you deserve.
Ownership in the company. Through shared equity, Ledn employees are stakeholders in the company and the future of the digital economy.
We offer every employee the opportunity to work remotely anywhere in the world for 180 days (subject to timezone restrictions).
A career that provides you with purpose in your job. We remove barriers so you love what you do.
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 Ledn team is truly global in nature with our people spanning across North America, Latin America, South Africa and Europe. We are a remote first environment.
Please note , due to the high volume of applications, only those applicants that qualify will be contacted.
No agencies or recruiters please.
We do not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.