Customer Support Lead

About the role

Capital markets are undergoing a fundamental shift. Assets that live in fragmented systems and manual workflows are moving onto blockchains -systems designed to move and store value more transparently and efficiently. br> br>While this unlocks more open and programmable financial systems, it also introduces significant complexity. For most users, interacting with this new infrastructure is still too difficult. br> br>Fun builds the infrastructure that powers consumer-facing fintech applications - handling onboarding, account access, and money movement so users can interact with blockchain-based systems as seamlessly as they do with traditional finance. br> br>For fintech builders, Fun provides a best-in-class onboarding and deposit stack that drives conversion and unlocks user growth. We operate at the intersection of financial infrastructure, complex engineering, and product experience. br> br>Role Overview br> br>We re looking for a strong>Customer Support /strong> strong>Lead /strong> to build and run Fun s end-user support function from the ground up. As a B2B2C payments company, the quality of our customer support directly impacts client trust, retention, and revenue. This role owns the full spectrum of user-facing support, from ticket resolution and compliance operations to trust & safety and AI-driven automation. br> br>The ideal candidate has built a CX or support function at a crypto-native company, is deeply comfortable navigating the compliance complexities that come with processing on-chain transactions, and believes AI fundamentally changes how support organizations scale. You ll join a lean, high-caliber team with outsized impact on how this company operates as it enters its next phase of growth. br> br> strong>Responsibilities br> /strong> strong>Support Operations & Team Leadership br> br> /strong> ul> li>Build and lead the Customer Support function: define the operating model, solidify the team, and establish the processes and infrastructure needed to deliver world-class support at scale /li> li>Manage and optimize external support partners, driving quality, accountability, and continuous improvement through SLAs and reporting /li> li>Develop and maintain SOPs, escalation frameworks, and response playbooks across all user-facing channels /li> li>Own the on-call structure and ensure consistent coverage across time zones br> br> br> br> /li> /ul> strong>User Issue Resolution br> br> /strong> ul> li>Own end-to-end resolution across all user-facing ticket types, including stuck and delayed transactions, unsupported asset deposits, fee inquiries, fiat on-ramp/off-ramp issues, and refunds /li> li>Build scalable triage and escalation processes with clear SLAs for response and resolution time /li> li>Manage ticket flow across support platforms, community channels, and social media - ensuring centralized visibility and consistent quality /li> li>Set and enforce the standard for how Fun communicates with users: empathy-led, evidence-backed, and reputation-aware br> br> br> br> /li> /ul> strong>Compliance & Trust Operations br> br> /strong> ul> li>Own the operational execution of compliance workflows, including sanctions screening responses, fund blocking and rejection procedures, and regulatory reporting coordination /li> li>Work closely with Legal and external compliance partners to manage flagged transactions, conduct enhanced reviews, and resolve blocked user cases in accordance with US sanctions law /li> li>Build and evolve trust & safety capabilities: fraud investigation, appeals processes, and policy enforcement /li> li>Develop user-facing communications for sensitive compliance matters that are legally sound, empathetic, and clear br> br> br> br> /li> /ul> strong>AI & Automation br> br> /strong> ul> li>Deploy AI and automation to meaningfully reduce ticket volume - intent detection, automated classification, self-serve resolution for common issues, and smart routing /li> li>Build a support function designed to scale exponentially without proportional headcount growth /li> li>Leverage support data and tooling to continuously improve deflection rates, reduce resolution time, and surface product improvement opportunities br> br> br> br> /li> /ul> strong>Requirements: br> br> br> /strong> ul> li>7+ years of experience building or leading a customer support or CX function, with at least :2 years in crypto, DeFi, or web3 payments /li> li>Demonstrated track record of building support infrastructure from scratch - hiring teams, writing SOPs, selecting tooling, managing vendors, and standing up processes where none existed /li> li>Hands-on experience with crypto-specific compliance operations (e.g. sanctions screening, OFAC reporting, fund blocking/rejection, etc) /li> li>Strong understanding of B2B2C dynamics; you know that support quality is a competitive differentiator that directly impacts client relationships /li> li>Experience managing outsourced or distributed support teams,