Payments Customer Success Lead (Hands-on & Ops)

Ethena Labs; Lisboa; On-site; EUR 42,000 - 68,000; Full time

Job summary

Theblockchainassociation is seeking a Customer Success Manager to own the external customer experience for Ethena Pay users. You will start hands-on with tickets, then build and scale the operations of the function as the team grows, with a clear path for career advancement.

You’ll work closely with Engineering, Finance, Compliance, and GTM, turning support into product insight and driving end-to-end operational excellence across money workflows and vendor relations.

Qualifications

• Experience running support or operations for a live consumer money product (neobank/payments/crypto).
• Ability to own operational KPIs and report to execs/product teams.
• Proven record reducing workload and optimizing processes.

Responsibilities

• Own the support queue end‑to‑end and manage Zendesk workflows.
• Define and enforce a high-quality support standard and measure satisfaction.
• Turn support insights into product/engineering input with clear escalation paths.
• Automate workflows, implement self‑serve content, and monitor cost-to-serve.
• Manage rails vendors (card issuer, on/off‑ramp, KYC, wallet partners) and escalation logs.
• Document manual money workflows with runbooks and audit trails.
• Build and grow a payments‑ops function across channels and time zones.

Skills

Ticketing & queues

KPI tracking

Vendor management

AI-assisted triage

Money movement operations

Team leadership

Cross-functional collaboration

Job description

Theblockchainassociation is seeking a Customer Success Manager to own the external customer experience for Ethena Pay users. You will start hands-on with tickets, then build and scale the operations of the function as the team grows, with a clear path for career advancement.

You’ll work closely with Engineering, Finance, Compliance, and GTM, turning support into product insight and driving end-to-end operational excellence across money workflows and vendor relations.