Customer Success Manager - Ethena Pay

MyRemota; United States; A distancia; USD 120.000 - 150.000; Jornada completa

Descripción de la vacante

MyRemota invites a Customer Success Manager to own the end‑to‑end customer experience for Ethena Pay users, starting from ticket triage to final resolution.

You will be in the queue initially, handling complex issues while also shaping the operations that scale the function across time zones and languages.

Join a product‑oriented team to drive support quality, measure impact with KPIs, and partner with Engineering, Finance and Compliance to deliver reliable money movement experiences.

Formación

• Previously run support or operations for a live consumer money product where mistakes moved, lost or delayed real customer funds.
• Owned operational KPIs and reported them regularly to executive and product audiences.
• A track record of reducing the work, not just absorbing it: contact rates brought down or clusters engineered out.
• A support experience you built that users praised, backed by satisfaction or sentiment data.
• Handled money-movement exceptions end to end, such as disputes and chargebacks, refunds, failed or stuck withdrawals, reconciliation breaks, or KYC and sanctions escalations.
• A player-coach who has done the work and built a small team or contracted capacity around it, including outsourced support and coverage across time zones or languages.
• Agent-native working: you use AI tools to cluster tickets, draft macros and help-centre content, and build reports, and you check the output for accuracy and tone.

Responsabilidades

• Own the queue personally: handle most inbound tickets yourself early on, own Zendesk end to end (triage, tagging, macros, help centre).
• Publish and uphold the first response and resolution targets.
• Turn support into input for product and engineering with weekly readouts and clear escalation thresholds.
• Automate work through self-serve answers and status updates; use AI-assisted triage with human checks when money is involved.
• Be the operational owner of rails vendors (card issuer, on/off-ramp, KYC and wallet partners).
• Document controls for money workflows: runbooks, four-eyes checks, audit trails for reconciliations and chargebacks.
• Build and lead the operations function; grow a frontline and payments-ops team toward follow-the-sun and multilingual coverage.

Conocimientos

Player-coach

Zendesk ownership

Operational KPIs

Money movement experience

Cross-functional collaboration

Automation & AI triage

Vendor management

Descripción del empleo

Role Overview

The Customer Success Manager is a hands‑on player‑coach who owns the external link with our Ethena Pay users. You'll be the single accountable owner of the customer experience after signup. On day one you'll be in the queue answering tickets yourself, including the hard ones. For the 1st 6 months, expect roughly 70% doing the work and 30% building the operations of the function. You’ll be the 1st, so there is huge potential career growth baked in here. You’ll find your maximum ability and seniority level within the team, as the need for a larger support and payments ops org grows around you. Support is a key place a money product can truly stand out, and few competitors set a high bar We want users to tell other people how good our support is, and we want ticket volume to fall because the reasons for them are being removed. You'll sit directly inside the product team, working closely with Engineering, Finance, Compliance, and our GTM team.

Role Responsibilities

• Own the queue personally: handle most inbound tickets yourself early on, own Zendesk end to end (triage, tagging, macros, help centre). You’ll publish, and hold yourself to, the first response and resolution targets.
• Set a support quality bar users talk about: define what best-in-class looks like in writing, measure satisfaction and public sentiment properly, run response QA, and contact affected users before they contact us.
• Turn support into measured input for product and engineering: a standing weekly read by cluster and contact rate, every defect routed with impact and an owner, and clear escalation thresholds so emergencies move fast and routine volume never interrupts engineering.
• Automate the work: remove the causes of the largest clusters through product fixes, self‑serve answers and automated status updates, use AI‑assisted triage with a human check wherever money is involved, and track falling effort per user as an explicit goal.
• Be the named operational owner of our rails vendors (card issuer, on/off‑ramp, KYC and wallet partners), with escalation paths, a vendor incident log and evidence for commercial reviews.
• Bring the manual money workflows under documented control: runbooks, four‑eyes checks and audit trails for reconciliation, disputes and chargebacks, refunds, stuck withdrawals, fraud triage and KYC edge cases, working with parent Finance and Compliance.
• Build and lead the operations function: bring support across the ticket queue, Telegram and X into one operation, own user‑facing incident comms, run an operations KPI dashboard, and grow a small front line and payments‑ops team toward follow‑the‑sun and multilingual coverage.

Required Skills and Experience

• Previously run support or operations for a live consumer money product where mistakes moved, lost or delayed real customer funds, such as a neobank, payments company, card program, exchange or crypto money app.
• Owned operational KPIs and reported them regularly to executive and product audiences, with examples of numbers you moved and how you moved them.
• A track record of reducing the work, not just absorbing it: contact rates brought down or clusters engineered out, with before‑and‑after numbers.
• A support experience you built that users praised, backed by satisfaction or sentiment data.
• Handled money‑movement exceptions end to end, such as disputes and chargebacks, refunds, failed or stuck withdrawals, reconciliation breaks, or KYC and sanctions escalations. You've also managed third‑party vendors operationally, including getting a live production problem fixed.
• A player‑coach who has done the work and built a small team or contracted capacity around it, including outsourced support and coverage across time zones or languages.
• Agent‑native working: you use AI tools to cluster tickets, draft macros and help‑centre content, and build reports, and you check the output for accuracy and tone.

Our flagship product, USDe, is a digital dollar which became the fastest‑growing dollar crypto asset in history when it scaled from zero to $15b in 18 months.

Ethena also developed a GENIUS Act‑ready payment stablecoin, in partnership with BlackRock. USDtb is now issued by Anchorage Digital Bank after becoming the first payment stablecoin issued under U.S. federal government supervision.

Ethena Whitelabel is the largest whitelable stablecoin product in the world, offering applications, chains, wallets or exchanges the infrastructure to launch their own dollar asset on Ethena's back‑end infrastructure with our stablecoin products as the core reserve assets.

Ethena just launched Ethena Pay, the best mobile neobanking experience to save, send and spend, built directly on Ethena’s existing products. Ethena Pay offers free onramps in local currency and dollars, free and instant movement of money, zero FX fee mark up, the highest spend cashback in the market and the highest sustainable rewards on dollar balances via Ethena, alongside a multi‑currency fiat account and a self‑custodial stablecoin wallet in a single interface. The product is built on stablecoin and blockchain rails, while abstracting away the underlying technical complexity to deliver a simple, intuitive experience built around familiar user actions

Through these offerings, Ethena Labs is not just creating new financial products; we are building foundational infrastructure for a more open, efficient, and interconnected global financial system