ether.fi is 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 $6B+. Protocol information can be found here.
Position Overview
We are seeking a passionate and experienced Customer Experience (CX) Manager to join our team. In this role you will be responsible for ensuring exceptional customer service and satisfaction across all touch points. This includes overseeing the handling of support tickets, providing technical support, and collaborating with various teams to improve the overall user experience. This is an onsite hybrid role based out of one of our North American offices (Toronto, Denver, Grand Cayman).
Key Responsibilities
Act as a hands-on leader in managing the CX team, ensuring ample support to our users
Oversee the resolution of support tickets efficiently, providing technical support
Build and regularly review processes to ensure organizational efficiency
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 and FAQs to assist users with common issues
Respond to community inquiries, concerns, and feedback in a timely and professional manner
Qualifications
Proven experience as a CX Manager, Community Manager, or similar role in the crypto or tech industry
Strong understanding of blockchain technology, DeFi, and the crypto ecosystem
You’re familiar with modern ticketing, customer engagement, and content/knowledge management solutions within customer service environments (e.g. Mava, Zendesk, Desk.com, Help Scout)
You’re familiar with managing crypto-specific communities on Discord
You’re a builder and enjoy coming up with new ideas. You have a startup mindset
You love learning a product inside and out, and educating customers on exciting new features and industry best practices
Excellent communication and interpersonal skills
Analytical mindset with the ability to gather and interpret customer data
Ability to work independently and as part of a team in a fast-paced, distributed, global environment
Benefits
Competitive salary and equity offerings
Opportunity to work with cutting-edge technology in the digital asset industry
Professional development and training opportunities
Collaborative and inclusive work culture
Exciting company events and team-building off-sites
This a broad range for this role given varying locations. We are happy to discuss salary with each individual candidate based on the market and their experience.
Seniority level
Not Applicable
Employment type
Full-time
Job function
Other
Industries
Software Development
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