Ether.fi - Senior CX Manager

Senior CX Manager (Cayman Islands, Full Time)

Job Description

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.

Key Responsibilities

• 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

Qualifications and Education 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

ether.fi invites applications from suitably qualified and eligible candidates for the above position, with applications to be submitted directly through LinkedIn.

Apply Now: Senior CX Manager @ Ether.fi