ether.fi · 2 months ago
Senior CX Manager
New York
Full-time
Onsite
Senior Level
$130K/yr - $140K/yr
5+ years expEther.fi is one of the largest crypto companies in the world, focusing on building real consumer applications for on-chain banking. The Senior CX Manager will lead the Customer Experience function, overseeing support operations and developing strategies to deliver world-class service across various channels while collaborating closely with product, risk, and engineering teams.
FinTechInformation Technology
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
Qualification
Required
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
Company
ether.fi
ether.fi is a non-custodial decentralized ETH staking method that distributes staking to node operators in exchange for rewards.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$32.3MKey Investors
Hyperithm
2024-03-22Series Unknown
2024-02-28Series A· $27M
2023-02-28Seed· $5.3M
Leadership Team
Mike Silagadze
Founder and CEO
Recent News
2026-01-19
2026-01-16
Company data provided by crunchbase