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 (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 What you'll bring: 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