Customer Support Lead

fun.xyz • New York, NY

2d • Hybrid

About The Position

Capital markets are undergoing a fundamental shift. Assets that live in fragmented systems and manual workflows are moving onto blockchains -systems designed to move and store value more transparently and efficiently. While this unlocks more open and programmable financial systems, it also introduces significant complexity. For most users, interacting with this new infrastructure is still too difficult. Fun builds the infrastructure that powers consumer-facing fintech applications - handling onboarding, account access, and money movement so users can interact with blockchain-based systems as seamlessly as they do with traditional finance. For fintech builders, Fun provides a best-in-class onboarding and deposit stack that drives conversion and unlocks user growth. We operate at the intersection of financial infrastructure, complex engineering, and product experience.

We're looking for a Customer Support Lead to build and run Fun's end-user support function from the ground up. As a B2B2C payments company, the quality of our customer support directly impacts client trust, retention, and revenue. This role owns the full spectrum of user-facing support, from ticket resolution and compliance operations to trust & safety and AI-driven automation.
The ideal candidate has built a CX or support function at a crypto-native company, is deeply comfortable navigating the compliance complexities that come with processing on-chain transactions, and believes AI fundamentally changes how support organizations scale. You'll join a lean, high-caliber team with outsized impact on how this company operates as it enters its next phase of growth.

Requirements

• 7+ years of experience building or leading a customer support or CX function, with at least ~2 years in crypto, DeFi, or web3 payments
• Demonstrated track record of building support infrastructure from scratch — hiring teams, writing SOPs, selecting tooling, managing vendors, and standing up processes where none existed
• Hands-on experience with crypto-specific compliance operations (e.g. sanctions screening, OFAC reporting, fund blocking/rejection, etc)
• Strong understanding of B2B2C dynamics; you know that support quality is a competitive differentiator that directly impacts client relationships
• Experience managing outsourced or distributed support teams, with a track record of driving quality through SLAs, reporting, and coaching
• Proven results deploying AI and automation to achieve measurable ticket deflection — not just experimentation, but real, quantifiable impact

Nice To Haves

• Experience at a high-growth company where support volume scaled rapidly and you built the infrastructure to absorb it
• Familiarity with blockchain transaction mechanics across EVM, Solana, Tron, and BTC — you can read a block explorer and trace a stuck deposit
• Background in payments, fintech, or crypto infrastructure companies
• Prior experience in a player-coach role at a Series A-B startup

Responsibilities

• Build and lead the Customer Support function: define the operating model, solidify the team, and establish the processes and infrastructure needed to deliver world-class support at scale
• Manage and optimize external support partners, driving quality, accountability, and continuous improvement through SLAs and reporting
• Develop and maintain SOPs, escalation frameworks, and response playbooks across all user-facing channels
• Own the on-call structure and ensure consistent coverage across time zones
• Own end-to-end resolution across all user-facing ticket types, including stuck and delayed transactions, unsupported asset deposits, fee inquiries, fiat on-ramp/off-ramp issues, and refunds
• Build scalable triage and escalation processes with clear SLAs for response and resolution time
• Manage ticket flow across support platforms, community channels, and social media — ensuring centralized visibility and consistent quality
• Set and enforce the standard for how Fun communicates with users: empathy-led, evidence-backed, and reputation-aware
• Own the operational execution of compliance workflows, including sanctions screening responses, fund blocking and rejection procedures, and regulatory reporting coordination
• Work closely with Legal and external compliance partners to manage flagged transactions, conduct enhanced reviews, and resolve blocked user cases in accordance with US sanctions law
• Build and evolve trust & safety capabilities: fraud investigation, appeals processes, and policy enforcement
• Develop user-facing communications for sensitive compliance matters that are legally sound, empathetic, and clear
• Deploy AI and automation to meaningfully reduce ticket volume — intent detection, automated classification, self-serve resolution for common issues, and smart routing
• Build a support function designed to scale exponentially without proportional headcount growth
• Leverage support data and tooling to continuously improve deflection rates, reduce resolution time, and surface product improvement opportunities

Benefits

• Shape the future of payments and programmable money
• Work with bleeding-edge tech in a domain where innovation moves fast
• Join a mission-driven team focused on access, openness, and trust
• Be a key contributor, not just a cog—your work will ship fast and matter
• Collaborate with top-tier protocols, builders, and financial infrastructure providers

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed