Customer Success Manager

Job Summary

Owning the customer experience for Ethena Pay, the full-time remote Customer Success Manager will manage inbound support tickets, set high standards for customer satisfaction, and build the operations function from the ground up.

Key responsibilities

• Handle inbound support tickets personally and manage the Zendesk system end to end
• Define and measure best-in-class support quality, ensuring customer satisfaction and timely responses
• Document and automate manual money workflows while building and leading the operations function

Required qualifications

• Experience running support or operations for a consumer money product, such as a neobank or payments company
• Proven track record of managing operational KPIs and demonstrating measurable improvements
• Experience in reducing support workload and enhancing user satisfaction through effective strategies
• Hands-on experience handling money-movement exceptions and managing third-party vendors
• Ability to use AI tools for ticket management and reporting, ensuring accuracy and tone in communications