Fun
Fintech
CustomerSupportLead
“Customer Support Lead at Fun. Skills: Customer Support, CX, Compliance Operations, AI Automation. Build and lead Customer Support function. Manage and optimize external support partners”
What You'll Achieve.
Deliver world-class support at scale; Drive quality, accountability, and continuous improvement; Ensure consistent coverage across time zones; Ensure centralized visibility and consistent quality; Reduce ticket volume; Improve deflection rates; Reduce resolution time; Surface product improvement opportunities
Industry & Context.
Fraud investigation; Appeals processes
On-call structure, In-person at our Midtown, NYC headquarters, Work together Monday through Thursday
What They're Looking For.
Must Have
7+ years of experience building or leading a customer support or CX function, at least ~2 years in crypto, DeFi, or web3 payments, Demonstrated track record of building support infrastructure from scratch, Hands-on experience with crypto-specific compliance operations, understanding of B2B2C, Experience managing outsourced or distributed support teams, Proven results deploying AI and automation to achieve measurable ticket deflection
Nice to Have
Experience at a high-growth company where support volume scaled rapidly, Familiarity with blockchain transaction mechanics across EVM, Solana, Tron, and BTC, Background in payments, fintech, or crypto infrastructure companies, Prior experience in a player-coach role at a Series A-B startup
What You'll Do.
Build and lead Customer Support function
Manage and optimize external support partners
Develop and maintain SOPs
Own on-call structure
Own end-to-end resolution
Build scalable triage and escalation processes
Set communication standards
Own operational execution of compliance workflows
Build and evolve trust & safety capabilities
Deploy AI and automation
How You'll Work.
Team & Collaboration
Work closely with Legal; Work with external compliance partners; Collaborate with top-tier protocols, builders, and financial infrastructure providers
Communication Scope
User-facing communications
Applying for this Customer Support Lead role?
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