Senior CX Manager

We're seeking a 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.

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

Benefits

• Competitive salary
• Performance-based incentives
• 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