About Us:
ether.fi started as a rapidly growing Ethereum liquid staking protocol where stakeholders retain control of their assets. The company is just a year in with a thriving community and a TVL of $8B+. Protocol information can be found here.
Now, we’re on a mission to put members in charge of their wealth–to save, grow and spend their crypto with ease.
This is where you come in.
Position Overview:
We’re seeking a passionate and experienced Customer Experience (CX) Manager to build our CS function from the ground up. In this role you will be critical in scaling our CX team, as we launch our crypto-native credit card, ether.fi Cash. The role is multifaceted and allows for a high level of ownership over the function. If that excites you, we’d love to hear from you!
We work onsite 4x a week to garner the benefits of in person collaboration and engagement. This role can be based out of one of our offices in Toronto, Denver, tropical Grand Cayman, or all three if nomad-ing is your thing! We can provide relocation to any of these vibrant locations if you aren’t located in one of them already. We offer work-from-anywhere for one month every year to allow for more flexibility as well.
What you will do:
- Lead and manage the CX team, ensuring seven star support for our members
- Oversee the resolution of support issues efficiently, providing technical support where needed
- Build processes that allow us to work more effectively and scale as the team grows
- Gather and analyze customer feedback from various channels, providing actionable insights to product and development teams
- Provide thought leadership and supervision in a live-support environment
- Develop and maintain a knowledge base to assist users with common issues
- Respond to community inquiries, concerns, and feedback in a timely and professional manner
What we are looking for:
- You have proven experience as a CX Manager, Community Manager, or similar role in the crypto or tech industry
- You have a solid understanding of blockchain technology, DeFi, and the crypto ecosystem
- You’re familiar with issue resolution, customer engagement, and content/knowledge management solutions within customer service environments (e.g. Intercom, Zendesk, Desk.com, Help Scout)
- You’re a builder and enjoy coming up with new ideas. You have a startup mindset and you love owning problems from end to end
- You love learning a product inside and out, and educating customers on exciting new features and industry best practices
- You have excellent communication and interpersonal skills
- You have an analytical mindset with the ability to gather and interpret customer data, acting a voice of the customer
- You enjoy working both independently and as part of a team in a fast-paced, distributed, global environment
Perks & Benefits:
- Competitive salary and equity offerings
- Opportunity to work with cutting-edge technology and a brilliant team
- Comprehensive health, dental, and vision insurance plans
- Collaborative and inclusive work culture
- Unlimited paid time off
- Work from anywhere for up to 1 month per year
- Exciting company events and team-building off-sites
- Option to take a part of your salary as ETH
