Senior CX Manager

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.