Senior CX Manager
ether.fi · New York City, New York, US
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 s...
Job description
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 planning Own support operations and metrics (SL...