Senior Customer Experience Manager (Web3)

TL;DR

Senior Customer Experience Manager (Web3): Leading the customer support function for a large-scale DeFi protocol with an accent on strategy, operations, and cross-functional collaboration. Focus on scaling support systems, building a high-performing team, and ensuring high-quality user experiences across decentralized products like Stake, Liquid, and Cash.

Company

hirify.global is a top-tier Ethereum protocol with over $10B in assets under management, focused on building on-chain consumer banking applications.

What you will do

• Lead and develop a high-performing CX organization, including hiring, coaching, and career pathing.
• Manage support metrics and operations across chat, email, and community channels.
• Design and scale queue strategies, incident management processes, and 24/7 coverage.
• Maintain a comprehensive knowledge layer to drive self-service and deflection.
• Synthesize user feedback from community and analytics to partner with product and engineering on feature prioritization.
• Ensure compliance and high-quality support standards for security-sensitive and payment-related escalations.

Requirements

• 5+ years of experience leading CX or customer support teams within crypto, web3, or fintech.
• Deep expertise in wallets, L2 networks, staking, DeFi strategies, and community ecosystems.
• Proven track record of scaling operations, managing CX tooling stacks, and implementing QA programs.
• Strong analytical skills with experience building dashboards and optimizing CX metrics.
• Ability to manage sensitive payment, fraud, and security-related escalations.
• Startup mindset with a bias for action and experience working in fast-paced environments.

Culture & Benefits

• Competitive compensation package including performance-based incentives and token grants.
• Opportunity to contribute to a top 4 Ethereum protocol by TVL.
• Comprehensive health, dental, and vision insurance plans.
• Global team environment with regular company events and team-building off-sites.
• Flexible work environment including a 4-week work-from-anywhere policy.