Remote Director of Customer Experience & Growth

Automatic Data Processing, Inc.; New York (NY); Remote; USD 140,000 - 210,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with company contribution

Bitcoin bonus

Life and AD&D insurance

Long-term disability

Employee Assistance Program

HSA/FSA options

Paid time off

Job summary

Simple Mining is seeking a Director of Customer Experience to own and elevate the post-sale CX function. You will lead a small team, define strategy, and push proactive customer success initiatives across onboarding, retention, and revenue programs.

You will own escalation management, customer communications during operational events, and cross-functional collaboration to drive retention and program revenue.

Qualifications

• Led a customer support, customer success, or customer experience team with measurable improvements.
• Real Bitcoin knowledge: wallets, pools, payouts, and hashrate concepts.
• Experience with mining fleet management tools (Foreman, Luxor) or rapid upskilling to use them.
• Proficient in a modern helpdesk/CRM stack (HubSpot, Zendesk, Jira Service Management).
• Established ticket routing, SLAs, surveys, and knowledge-base improvements.

Responsibilities

• Lead from the front in managing high-stakes escalations end to end.
• Own customer communications for operational events and outages.
• Develop and coach a three-person CX team with 1:1s and performance reviews.
• Own the end-to-end customer journey from onboarding to renewal.
• Drive adoption of new dashboard features and measure usage post-release.
• Build and maintain the knowledge base and AI deflection improvements.
• Partner with marketing, product, and sales to align CX with business goals.
• Report on volume, SLA performance, CSAT, and churn risk to leadership.

Skills

CX Leadership

Bitcoin knowledge

Data dashboards

AI tools

Foreman or mining tools

HubSpot Service Hub

SLA management

Tools

Foreman

Luxor

HubSpot Service Hub

Job description

Simple Mining is seeking a Director of Customer Experience to own and elevate the post-sale CX function. You will lead a small team, define strategy, and push proactive customer success initiatives across onboarding, retention, and revenue programs.

You will own escalation management, customer communications during operational events, and cross-functional collaboration to drive retention and program revenue.