About this role
The Senior CX Manager at Ether.fi will lead and develop the Customer Experience function as the company scales, overseeing support operations and implementing strategies to deliver top-tier service across multiple channels. This role involves managing a high-performing team, driving process improvements, and collaborating with product and engineering to enhance the customer journey. Responsibilities also include establishing metrics for performance tracking, managing tooling and vendor relationships, and addressing escalated issues, particularly in the context of crypto and fintech services. Successful candidates will have extensive experience in customer support within the crypto, web3, or fintech sectors and a strong understanding of associated regulatory frameworks.
Required Skills
- CX Leadership
- Support Operations
- Team Development
- Hiring
- Onboarding
- Coaching
- Metrics Management
- Process Improvement
- Knowledge Management
- Customer Insights
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About ether.fi
ether.fiether.fi is a platform that enables institutions to securely stake Ethereum (ETH) with a focus on transparency and compliance. It offers custom custody solutions and a white-glove service through the ether.fi Fund, catering specifically to the needs of enterprise clients. In addition to staking, ether.fi provides innovative features such as a crypto credit card and the ability to earn on various digital assets including ETH and Bitcoin (BTC), all while ensuring users maintain full control over their cryptocurrencies.