Senior CX Manager

About us:

Ether.fi is one of the largest crypto companies in the world. We have over $10B in assets under management and a team of 30 almost all technical staff. We've been profitable day one and are focusing on building real consumer applications.

The future we envisage is truly on-chain banking. Our current products, Stake, Liquid, and Cash, enable users to earn yield in a variety of DeFi strategies, and spend their assets in the real world with our credit cards. You can view public analytics on Dune for Cash and Stake.

Position overview:

We're seeking a passionate and experienced Senior CX Manager to lead our Customer Experience function as we scale. You'll oversee support operations and build the strategy, systems, and team that deliver world-class service across chat, email, and community. This is a hands-on leadership role: you'll coach team leads and ICs, up-level processes, and partner closely with product, risk, and engineering to improve the end-to-end journey for all ether.fi members.

What you'll do:

• Lead and develop a high-performing CX org (ICs and team leads); run hiring, onboarding, coaching, career paths, and coverage planning

• Own support operations and metrics (SLAs/SLOs, CSAT, backlog health, escalation rates) with clear weekly operating rhythms

• Build for scale AND quality: design queue strategy, routing, incident management, and 24/7/region coverage

• Stand up and maintain a best-in-class knowledge layer (help centre, macros, internal runbooks) and drive self-serve/deflection

• Run a voice-of-customer program; synthesize insights from tickets, community, and product analytics to prioritize fixes and features

• Partner with product/engineering to ship quality-of-life improvements (forms, flows, policy, in-app messaging) that reduce contact rate and time-to-resolution

• Establish QA and compliance guardrails; ensure high-quality, secure, and consistent responses across channels

• Act as point of escalation for sensitive issues (security, payments, fraud/abuse) and coordinate cross-functional incident comms

• Own tooling roadmap (e.g., Intercom, QA, knowledge, analytics, etc) and associate vendor relationships

• Collaborate with risk/compliance on crypto-specific policies (KYC/AML, sanctions screening, wallet hygiene) and with partners on card/dispute flows

What you'll bring:

• 5+ years leading customer support/CX teams (manager or above) in crypto, web3, or fintech products used at scale

• Deep working knowledge of wallets, networks/L2s, staking/yield, on-chain transactions, and community ecosystems (Discord/Telegram)

• Proven track record building cx strategy and scaling operations (omni channel support, QA programs, vendor management)

• Fluency with CX metrics and experimentation; you've set targets, built dashboards, and improved them through process and product changes

• Tooling chops with modern CX stacks (e.g., Intercom), knowledge systems (e.g., Notion), and analytics (e.g., Amplitude, Dune)

• Excellent written and verbal communication; calm under pressure; comfortable handling security-sensitive or payments related escalations

• Startup mindset: bias to action, ability to roll up sleeves while building durable systems

• Experience with card/payments operations (chargebacks, disputes, PCI considerations) and fraud/trust & safety

• Familiarity with regulatory frameworks that touch crypto user support

Benefits

• Competitive salary, performance-based incentives, and token allocation grant

• Opportunity to work with a Top 4 Ethereum protocol, by TVL

• Opportunities for professional development and growth within the organization

• Health, dental, and vision insurance plans

• Collaborative and inclusive work culture

• Global team with opportunity for travel and working out of our 3 offices around the world

• 4 weeks work from anywhere

• Exciting company events and team-building off-sites