Customer Success & Payments Ops Lead

MyRemota; United States; Remote; USD 120,000 - 150,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Player-coach

Zendesk ownership

Operational KPIs

Money movement experience

Cross-functional collaboration

Automation & AI triage

Vendor management

Job description

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.