Senior CX Manager

Etherfi•New York, NY

46d

About The Position

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. 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.

Requirements

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

Responsibilities

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

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

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