Customer Success Manager

Skills

About the Role

You will own the post-signup customer experience for Ethena Pay. You will personally handle inbound support tickets, establish response and resolution targets, and improve support quality through measurement, QA, and proactive communication. You will turn support trends into actionable product and engineering feedback, automate recurring work, and oversee operational relationships with payment-rail vendors. You will document and control manual money workflows including reconciliation, disputes, refunds, withdrawals, fraud triage, and KYC edge cases. You will unify support channels, manage incident communications and operational KPIs, and build a small support and payments-operations team.

Requirements

• Experience running support or operations for a live consumer money product
• Experience owning and reporting operational KPIs to executive and product audiences
• Track record of reducing contact rates or eliminating support clusters with measurable results
• Experience building a support experience supported by satisfaction or sentiment data
• Experience handling money-movement exceptions, including disputes, chargebacks, refunds, failed withdrawals, reconciliation breaks, fraud, KYC, or sanctions escalations
• Experience operationally managing third-party vendors and resolving live production problems
• Experience as a player-coach who has built a small team or contracted support capacity across time zones or languages
• Experience using AI tools for ticket clustering, macros, help-centre content, and reporting with accuracy and tone review

Responsibilities

• Handle inbound support tickets and own Zendesk triage, tagging, macros, and help-centre operations
• Set and measure first-response and resolution targets
• Define support-quality standards, measure customer satisfaction and sentiment, and run response QA
• Provide weekly support insights to product and engineering teams and route defects with impact and ownership
• Automate recurring support work through product fixes, self-service content, status updates, and AI-assisted triage with human review
• Manage operational relationships and incident escalation paths with card, ramp, KYC, and wallet vendors
• Document and control money workflows for reconciliation, disputes, chargebacks, refunds, withdrawals, fraud triage, and KYC edge cases
• Unify ticket, Telegram, and X support operations
• Own user-facing incident communications and an operations KPI dashboard
• Build and lead a support and payments-operations team