Customer Success Manager - Ethena Pay

Ethena Labs is building payment infrastructure for the decentralized finance ecosystem. As a Customer Success Manager for Ethena Pay, you'll be the owner of the customer experience from signup forward, combining hands-on support work with the chance to build the operations function from the ground up. You'll report directly to the product team and work across Engineering, Finance, Compliance and go-to-market, with genuine scope to grow the role as the organization scales.

About Ethena Labs

Ethena Labs operates in the Web3 payments space, designing infrastructure that serves the growing decentralized finance sector. The company sits at the intersection of traditional payment rails and blockchain technology, requiring operational rigor and compliance discipline alongside the speed and innovation culture of crypto-native teams. Like many Web3 infrastructure companies hiring through 2026, Ethena Labs is competing in a market where specialized payments expertise and security-first operations are in high demand.

What you'll do

• Own inbound support directly in Zendesk during your first months, including ticket triage, tagging, macro creation and help center curation, with published targets for first response and resolution times
• Set quality standards that users will actually notice and discuss, measuring satisfaction metrics, monitoring public sentiment, running QA on responses and proactively reaching out to affected users
• Feed support insights into product development through weekly cluster reports and contact-rate analysis, routing every defect with business impact to an owner and managing escalation so emergencies reach engineering quickly
• Eliminate the root causes of top ticket clusters through product fixes, self-serve resources and automation, using AI-assisted triage with human oversight for anything involving money movement
• Serve as the named operational owner for third-party vendors including card issuers, on-off-ramp providers, KYC services and wallet partners, maintaining escalation paths and vendor incident logs
• Document and control manual money workflows such as reconciliation, disputes, chargebacks, refunds, failed withdrawals and KYC edge cases, working with Finance and Compliance teams
• Build the operations function from its foundation, bringing support tickets, Telegram and X into one operation with user-facing incident communications, a KPI dashboard and a growing team toward round-the-clock multilingual coverage

What you'll bring

• Hands-on experience running support or operations for a consumer money product where operational failures moved, lost or delayed real customer funds, such as a neobank, payments company, card program, exchange or crypto money app
• A track record of owning operational KPIs and reporting them to executive and product teams, with concrete examples of numbers you improved and the methods you used
• Proven ability to reduce support work itself, not just handle higher volume, through ticket cluster reduction or process engineering, with before-and-after metrics to show the impact
• A support experience you built that earned genuine user praise, backed by satisfaction scores or sentiment analysis
• End-to-end experience handling money-movement exceptions including disputes, chargebacks, refunds, failed or stuck withdrawals, reconciliation breaks and KYC or sanctions escalations
• Experience managing third-party vendors operationally and getting live production issues resolved
• A player-coach mindset: you've done the work yourself and built or scaled a small team or contracted support capacity, including outsourced providers and coverage across time zones or languages
• Fluency with AI tools for ticket clustering, macro drafting, help-center content and report generation, with careful review of accuracy and tone

What they offer

• Fully remote position with worldwide eligibility
• Full-time employment with genuine career growth as the support and operations organization expands around the role