Role OverviewWe'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.
ResponsibilitiesSupport Operations & Team Leadership- 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
- Manage and optimize external support partners, driving quality, accountability, and continuous improvement through SLAs and reporting
- Develop and maintain SOPs, escalation frameworks, and response playbooks across all user-facing channels
- Own the on-call structure and ensure consistent coverage across time zones
User Issue Resolution- 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
- Build scalable triage and escalation processes with clear SLAs for response and resolution time
- Manage ticket flow across support platforms, community channels, and social media - ensuring centralized visibility and consistent quality
- Set and enforce the standard for how Fun communicates with users: empathy-led, evidence-backed, and reputation-aware
Compliance & Trust Operations- Own the operational execution of compliance workflows, including sanctions screening responses, fund blocking and rejection procedures, and regulatory reporting coordination
- 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
- Build and evolve trust & safety capabilities: fraud investigation, appeals processes, and policy enforcement
- Develop user-facing communications for sensitive compliance matters that are legally sound, empathetic, and clear
AI & Automation- Deploy AI and automation to meaningfully reduce ticket volume - intent detection, automated classification, self-serve resolution for common issues, and smart routing
- Build a support function designed to scale exponentially without proportional headcount growth
- Leverage support data and tooling to continuously improve deflection rates, reduce resolution time, and surface product improvement opportunities
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
Nice to Have:- Experience at a high-growth company where support volume scaled rapidly and you built the infrastructure to absorb it
- Familiarity with blockchain transaction mechanics across EVM, Solana, Tron, and BTC - you can read a block explorer and trace a stuck deposit
- Background in payments, fintech, or crypto infrastructure companies
- Prior experience in a player-coach role at a Series A-B startup
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.
