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Ethena Labs is seeking a Customer Success Manager to own the customer experience for Ethena Pay, a consumer money product. This is a hands-on player-coach role where you will be the single accountable owner of the post-signup customer journey.
In the first 6 months, expect roughly 70% direct support work and 30% building the operations function. You will start by personally handling inbound support tickets in Zendesk, including complex issues, while simultaneously establishing the operational infrastructure for a growing support and payments operations organization. This is a founding role with significant career growth potential as the team scales.
Key Responsibilities:
- Own the support queue personally, handling most inbound tickets yourself initially; manage Zendesk end-to-end including triage, tagging, macros, and help center content
- Establish and publish first-response and resolution targets; set a support quality bar that users actively praise
- Define best-in-class support standards in writing, measure satisfaction and public sentiment, run response QA, and proactively contact affected users
- Transform support data into actionable product and engineering input through weekly cluster analysis, defect routing with impact assessment, and clear escalation thresholds
- Automate support work by removing root causes through product fixes, self-serve solutions, and AI-assisted triage (with human oversight for money-related issues)
- Serve as the named operational owner of critical vendor relationships (card issuer, on/off-ramp, KYC, wallet partners), maintaining escalation paths and incident logs
- Establish documented control over manual money workflows including runbooks, four-eyes checks, and audit trails for reconciliation, disputes, chargebacks, refunds, stuck withdrawals, fraud triage, and KYC edge cases
- Build and lead the operations function across support tickets, Telegram, and X; own user-facing incident communications and maintain an operations KPI dashboard
- Grow a small front-line and payments-ops team toward follow-the-sun and multilingual coverage
- Work closely with Engineering, Finance, Compliance, and GTM teams
Required Skills and Experience:
- Previously run support or operations for a live consumer money product where mistakes directly impacted customer funds (neobank, payments company, card program, exchange, or crypto money app)
- Owned and reported operational KPIs regularly to executive and product audiences, with documented examples of metrics moved and methods used
- Demonstrated track record of reducing support work, not just absorbing it: contact rates brought down or clusters engineered out, with before-and-after numbers
- Built a support experience praised by users, backed by satisfaction or sentiment data
- Handled money-movement exceptions end-to-end: disputes, chargebacks, refunds, failed or stuck withdrawals, reconciliation breaks, KYC and sanctions escalations
- Managed third-party vendors operationally, including resolving live production issues
- Player-coach experience: hands-on support work combined with building small teams or contracted capacity, including outsourced support and cross-timezone or multilingual coverage
- Proficient with AI tools for ticket clustering, macro drafting, help-center content, and reporting, with ability to validate output for accuracy and tone
