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Yellow Card is the largest licensed stablecoin-based infrastructure provider operating across 60+ countries, offering payment infrastructure, fiat settlement rails, wallet services, and custom stablecoin issuance for emerging markets. As a Customer Success Associate, you will support a portfolio of customer accounts across Payments API, Treasury Portal, and OTC products, serving as a primary point of contact for assigned customers.
Your responsibilities include proactive account relationship management and high-level technical troubleshooting to ensure customers maximize value from Yellow Card solutions. You will investigate and resolve customer issues across multiple channels (email, chat), monitor account health metrics including adoption and activity levels, and act swiftly to mitigate churn risk. You'll manage customer inquiries and escalations, communicating tactically with internal and external stakeholders, and guide customers through best-practice sessions to enable confident product usage.
You will log and track customer issues in shared systems, maintaining clear documentation of interactions and success plans. Collaboration is key—you'll work closely with Product and Sales teams to channel customer insights into development priorities and identify upsell or cross-sell opportunities. You report directly to the Head of Customer Success within the Global Payments department.
Required: minimum 3 years relevant experience in financial services, crypto, technology, customer support, or account management. You must have technical literacy managing API-driven products, phenomenal English communication skills (reading, writing, speaking), and analytical ability to assess account health and transaction data. Adaptability to a fast-paced, high-growth environment is essential, including flexibility with defined shifts.
Desirable: experience with compliance, payments, fraud, or account access; familiarity with designing and implementing scalable customer-facing processes. Yellow Card operates a global team across 24 countries speaking 25+ languages, offering remote-first flexibility and the opportunity to drive financial inclusion across Africa.
