Director of Customer Experience

Simple Mining LLC • NY, US, NY

1d • Remote

About The Position

Simple Mining is hiring a Director of Customer Experience to own and improve its post-sale customer experience function. This strategic, hands-on leadership role owns the customer support team, metrics, tooling, communications, customer journey, and CX strategy. The Director will take over an established operation currently staffed by three support representatives handling approximately 150 tickets per week, and will build on its existing SLAs, NPS and CSAT programs, AI ticket-deflection agent, and HubSpot Service Hub instance.

The role spans customer support, onboarding, customer success, retention, account growth, and operational improvement. The Director will lead the team while personally handling high-stakes escalations and customer calls, redesign onboarding and lifecycle communications, improve customer adoption, build proactive success programs, and partner across sales, marketing, finance, product, and engineering. The position also owns CX-side retention and churn, customer health and segmentation, ancillary-program enrollment, customer-facing accounts-receivable follow-up, and reporting to revenue leadership.

The role is remote in the United States and requires travel; candidates in the New York area are preferred. It reports to the Head of Revenue.

Requirements

• Experience leading a customer support, customer success, or customer experience team, with demonstrable improvement in performance metrics.
• Real Bitcoin knowledge, including the ability to explain hot wallets and cold storage, set up a hardware wallet, and discuss mining pools, payouts, and hashrate with customers.
• Hands-on experience with Foreman, Luxor, or a comparable mining fleet management platform, or evidence of quickly learning complex operational tools and finding efficiencies.
• A security mindset around customer funds and data, including understanding social-engineering risks and building verification into payout-related processes.
• A data-first operating style, including managing to metrics, building dashboards, and defending metric choices.
• Deep proficiency with a modern helpdesk and CRM stack, including ticket pipelines, SLAs, surveys, reporting, and workflows.
• Experience designing ticketing systems, including categories, triage rules, priority levels, and turnaround targets in HubSpot, Zendesk, Jira Service Management, or a similar platform.
• Experience building or significantly upgrading a support function, such as establishing SLAs, QA, a knowledge base, or CSAT programs.
• Experience driving expansion revenue from a CX role, including ownership of attach rates, renewals, or upsell programs with measurable results.
• A track record growing an existing book of business as an account manager or customer success manager, with demonstrable renewal, expansion, and net revenue retention results; this is account growth rather than new-logo sales.
• High empathy and warmth on customer calls, with the ability to de-escalate difficult conversations.
• Willingness to handle difficult escalations personally and work in the ticket queue when necessary.
• Ability to work across functions and independently create customer email campaigns, HubSpot workflows, knowledge-base articles, simple creative, and customer presentations.
• Daily fluency with AI tools for writing, analysis, and automation, with sound judgment about when human involvement is necessary.

Nice To Haves

• Direct experience in Bitcoin mining, mining hosting, or crypto infrastructure.
• Experience with AI support agents or ticket-deflection programs.
• Experience supporting B2B customers with high contract values.
• HubSpot certifications in Service Hub, Marketing Hub, or Operations Hub.
• Experience running collections or accounts-receivable follow-up alongside a finance team.
• Comfort with spreadsheet modeling or basic SQL for account and ticket analysis.

Responsibilities

• Own high-stakes client escalations end to end, including technical issues involving wallet configuration, cold storage, pool switching, firmware, and payouts.
• Handle difficult customer conversations, including calls with frustrated customers.
• Run customer-facing success calls, including recurring calls for the largest hosting clients, using prepared decks and agendas.
• Join the ticket queue during volume spikes or when complex issues require it.
• Lead customer communications about curtailments, planned maintenance, site incidents, and repair-center status.
• Manage sensitive account changes, including Bitcoin payout wallet updates, using verification procedures designed to prevent fraud and social engineering.
• Manage and develop a three-person support team through 1:1s, performance reviews, coaching, and training.
• Own ticket routing and assignment, and ensure tickets are addressed promptly.
• Build and maintain the CS training program, including onboarding, product and Bitcoin fundamentals, platform updates, and written playbooks.
• Set individual scorecards for response time, resolution time, QA score, and CSAT, and hold the team accountable.
• Own the end-to-end customer journey from signed contract through onboarding, steady state, and renewal.
• Redesign new-customer onboarding from contract signature to first hashrate, including welcome communications, account and wallet setup, check-in calls, and onboarding criteria.
• Drive adoption of dashboard features through emails, in-app prompts, walkthrough videos, and training calls, and measure usage after releases.
• Own customer lifecycle communications and measure their performance, including onboarding, product adoption, service notifications, and maintenance communications.
• Partner with marketing on brand voice, campaigns, and acquisition messaging while owning communications to existing customers.
• Partner with sales on customer handoffs and with finance on billing and accounting-related friction.
• Work with product and engineering to identify customer friction, feature requests, and usage patterns and provide structured feedback.
• Align sales, marketing, and product around a shared definition of the customer experience.
• Own the SLA framework and drive first-response and resolution attainment above 90%.
• Manage NPS and CSAT programs, including scores, response rates, and follow-up with detractors.
• Build and maintain the knowledge base for customers and the AI support agent.
• Configure and continuously improve the AI ticket-deflection agent and develop the automation roadmap.
• Improve integrations and efficiencies among Foreman, the Simple Mining dashboard, and HubSpot to consolidate customer, machine, and ticket data and reduce duplicate entry.
• Build dashboards to track weekly trends in team performance and act on the findings.
• Own CX-side retention and churn and develop early-warning signals for at-risk accounts.
• Manage a book of business for high-spend hosting clients, including fleet reviews, pricing conversations, upgrade recommendations, expansion plans, and gross and net revenue retention targets.
• Create customer health scores and segment accounts by value to guide high-touch service and automation.
• Own enrollment, attach rates, campaigns, and renewals for ancillary programs, including machine protection and premium protection plans.
• Manage customer communications about program changes, including pricing and coverage updates.
• Create and ship customer campaigns, including segmented HubSpot emails, landing pages, newsletters, and simple creative for upgrades, protection plans, and referrals.
• Manage customer-facing accounts-receivable work, including overdue invoice follow-up, payment reminders, and dunning, in partnership with finance.
• Operate HubSpot Service Hub, including pipelines, reporting, automation, and the customer success workspace.
• Report weekly to revenue leadership on volume, SLA performance, CSAT, program enrollment, and churn risk.
• During the first 90–120 days, take over the CX function, assess team structure and workflows, audit ticket routing and SLA coverage, review NPS, CSAT, and AI deflection, baseline program enrollment, map and redesign onboarding, assume recurring calls with major clients, establish retention baselines, and deliver a six-month CX roadmap.

Benefits

• Medical insurance through UnitedHealthcare, with multiple plan options including an HSA-eligible high-deductible plan.
• Dental insurance through Delta Dental PPO and vision insurance through VSP.
• 401(k) with an automatic 3% company contribution, with traditional and Roth options.
• Bitcoin bonus equal to 1% of annual gross earnings, paid in Bitcoin each year.
• Company-paid basic life and AD&D insurance, long-term disability, and an Employee Assistance Program.
• HSA, FSA, and dependent care FSA options.
• Paid time off for vacation, personal time, and appointments.

What This Job Offers

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