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.

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

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.