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 planningOwn support operations and metrics (SLAs/SLOs, CSAT, backlog health, escalation rates) with clear weekly operating rhythmsBuild for scale AND quality: design queue strategy, routing, incident management, and 24/7/region coverageStand up and maintain a best-in-class knowledge layer (help centre, macros, internal runbooks) and drive self-serve/deflectionRun a voice-of-customer program; synthesize insights from tickets, community, and product analytics to prioritize fixes and featuresPartner with product/engineering to ship quality-of-life improvements (forms, flows, policy, in-app messaging) that reduce contact rate and time-to-resolutionEstablish QA and compliance guardrails; ensure high-quality, secure, and consistent responses across channelsAct as point of escalation for sensitive issues (security, payments, fraud/abuse) and coordinate cross-functional incident commsOwn tooling roadmap (e.g., Intercom, QA, knowledge, analytics, etc) and associate vendor relationshipsCollaborate with risk/compliance on crypto-specific policies (KYC/AML, sanctions screening, wallet hygiene) and with partners on card/dispute flowsWhat you'll bring:5+ years leading customer support/CX teams (manager or above) in crypto, web3, or fintech products used at scaleDeep 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 changesTooling 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 escalationsStartup mindset: bias to action, ability to roll up sleeves while building durable systemsExperience with card/payments operations (chargebacks, disputes, PCI considerations) and fraud/trust & safetyFamiliarity with regulatory frameworks that touch crypto user supportBenefitsCompetitive salary, performance-based incentives, and token allocation grantOpportunity to work with a Top 4 Ethereum protocol, by TVLOpportunities for professional development and growth within the organizationHealth, dental, and vision insurance plansCollaborative and inclusive work cultureGlobal team with opportunity for travel and working out of our 3 offices around the world4 weeks work from anywhereExciting company events and team-building off-sites