Customer Support Lead

Requirements

• 7+ years of experience building or leading a customer support or CX function, with at least ~2 years in crypto, DeFi, or web3 payments
• Demonstrated track record of building support infrastructure from scratch - hiring teams, writing SOPs, selecting tooling, managing vendors, and standing up processes where none existed
• Hands-on experience with crypto-specific compliance operations (e.g. sanctions screening, OFAC reporting, fund blocking/rejection, etc)
• Strong understanding of B2B2C dynamics; you know that support quality is a competitive differentiator that directly impacts client relationships
• Experience managing outsourced or distributed support teams, with a track record of driving quality through SLAs, reporting, and coaching
• Proven results deploying AI and automation to achieve measurable ticket deflection - not just experimentation, but real, quantifiable impact

Additional Information

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. 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. 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. 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. Role Overview We're looking for a Customer SupportLead 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. 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. Why Join Us ● Shape the future of payments and programmable money ● Work with bleeding-edge tech in a domain where innovation moves fast ● Join a mission-driven team focused on access, openness, and trust ● Be a key contributor, not just a cog-your work will ship fast and matter ● Collaborate with top-tier protocols, builders, and financial infrastructure providers Location and Work Environment This role is primarily in-person at our Midtown, NYC headquarters. We work together Monday through Thursday for fast, iterative collaboration and optional WFH Fridays to reset and recharge.

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