Senior Customer Care Advisor

Circle (NYSE: CRCL) is one of the world’s leading internet financial platform companies, building the foundation of a more open, global economy through digital assets, payment applications, and programmable blockchain infrastructure. Circle’s platform includes the world’s largest regulated stablecoin network anchored by USDC, Circle Payments Network for global money movement, and Arc, an enterprise-grade blockchain designed to become the Economic OS for the internet. Enterprises, financial institutions, and developers use Circle to power trusted, internet-scale financial innovation. Learn more at circle.com . What you’ll be part of: Circle is committed to visibility and stability in everything we do. As we grow as an organization, we're expanding into some of the world's strongest jurisdictions. Speed and efficiency are motivators for our success and our employees live by our company values : High Integrity, Future Forward, Multistakeholder, Mindful, and Driven by Excellence. We have built a flexible work environment where new ideas are encouraged and everyone is a stakeholder. What you’ll be responsible for You’ll be part of Circle’s global Customer Experience organization, delivering exceptional support to customers around the world and helping them maximize the value of Circle’s products and services. You’ll own complex customer issues from investigation through resolution, serving as a trusted advisor while delivering an outstanding customer experience. Working closely with Product, Engineering, Compliance, Partner Management, and Business Development, you’ll resolve technical and operational challenges, improve support processes, and help scale our 24/7 global support operation through operational excellence and continuous improvement. What you’ll work on Resolve complex customer issues escalated through support channels, ensuring timely resolution within defined service levels. Develop deep expertise in Circle’s products, APIs, and the USDC ecosystem to effectively troubleshoot customer issues. Partner with Product, Engineering, Compliance, Partner Management, and Business Development to investigate and resolve technical and operational issues. Serve as a trusted advisor by delivering clear, empathetic, and proactive customer communication throughout the support lifecycle. Validate, investigate, and complete customer escalations while participating in incident management and customer impact communications. Improve operational processes, documentation, and cross-training programs to increase team efficiency, consistency, and support quality. Identify opportunities to improve tooling, automation, and workflows that help scale global support operations. Contribute to departmental OKRs by meeting service level objectives and delivering high-quality operational outcomes. Participate in on-call rotations and provide weekend or holiday coverage as needed to support Circle’s global customers. What you’ll bring to Circle Core Requirements 4+ years of experience in a fast-paced global customer support or customer success organization. Bachelor’s degree or equivalent practical experience. Excellent written and verbal communication skills, with the ability to explain complex technical issues clearly. Passion for delivering exceptional customer experiences with empathy, professionalism, and a customer-first mindset. Strong analytical and problem-solving skills with the ability to prioritize, investigate, and resolve issues independently. Experience using customer support platforms such as Zendesk, Salesforce, or similar case management systems. Experience collaborating cross-functionally with Product, Engineering, Compliance, Operations, or other technical teams. Experience improving operational processes, documentation, and knowledge management in a fast-paced environment. Availability to participate in on-call rotations and provide weekend or holiday coverage as needed. Preferred Requirements